Authors

Murray Bailey started in risk management in 1985 after a career with Coopers & Lybrand. He has worked for Citibank, Household International, Welbeck Finance and is currently Managing Director at Windsor. He has managed collections and collection agency operations both directly and indirectly and been responsible for collections scorecards and strategies. Murray is a regular conference speaker, a credit trainer, an author and the editor of Credit Risk International.

John Berkin is a Director of City Consulting Associates, with industry expertise in telecoms, banking and finance. His specialisation over the last ten years has been mass-market finance and lending in the UK and Europe. He has worked with three other consultancy and IT organisations: AMS (MD – UK), Helix Group (MD) and Arthur Andersen & Co. (Senior Manager). His academic background was Engineering at Bristol University and his subsequent training was as a Chartered Accountant with Arthur Andersen and Co.

Lois Brown is Vice President of Marketing at Austin Logistics Inc., responsible for brand positioning, marketing communications, and new product definition. Previous experience includes General Manger of Marketing for H. J. Heinz, Inc.; Director of Marketing for Quaker Oats Company; Senior Branding Strategist with LLI-NYC for numerous clients including PepsiCo, Microsoft, and Nabisco; and independent consultant for Silicon Valley start-ups, including Snapfish.com.  Lois holds a BA in English and an MBA.

Jonathan Day started his career with Citibank working on credit card fraud; he then worked mainly in risk management, with a period in collections management, until leaving the bank in 1989. He then worked as an independent risk management consultant until he joined Statistical Decisions in 1996. He currently manages the Partnership’s Greek regional office and, in 2001, was involved in creating a collections company, Europe Matrix, based in Athens.

Kristopher Fannin Kristopher Fannin is a Partner with Labrynth, Inc. Kris has extensive collection and recovery system and decision engine consulting experience in both the telecommunications and finance industries.  His background includes IT and system analysis through all development phases of enterprise-wide solutions. Additionally, he has extensive experience in the areas of risk management, recovery and call center consulting.

Kathy Cole is Marcoms Manager at Intrum Justitia and has several years marketing experience with multi-national organisations using the full marketing mix. Kathy holds the C.I.M Diploma and is a fully qualified member of the Chartered Institute of Marketing.  Her key objective is to provide a full marketing programme for their services and assist with business growth/profit.

Gordon Crawford has been involved in the computer software industry for over 20 years. After graduation from the University of Newcastle upon Tyne and working in software sales and marketing, in 1987 he started his own company providing software and consultancy services for the finance sector.  London Bridge Software Holdings plc was listed on the London Stock Exchange in March 1997. Gordon Crawford is Chairman of the Group. He is also on the boards of The Innovation Group plc and Intec Telecom Systems plc, both of which he advised through the IPO process and subsequent international expansion.

Bayan Dekker is the Analytics Director of PIC Solutions. He has over 15 years experience in IT and credit risk management in the retail and financial services industries and has held senior posts at The Foschini Group and Woolworths Financial Services. In his previous positions he has enjoyed the responsibility for credit product development and credit risk management, and has extensive experience with account management and processing systems. He holds a B. Accounting (University of Stellenbosch) and a Diploma in Datametrics (UNISA).

Stephen Holyoake has over 15 years of international credit risk management experience in the retail and finance house environments. He has extensive experience of strategic and operational planning at senior levels and has been responsible for the integration of several collections systems with account management systems from both a technical and operational perspective. He holds an LL.B from the University of Newcastle.

Margaret Jennion is a Director of City Consulting Associates, with expertise in insurance, banking and finance. Her specialisation over the last ten years has been consumer finance in the UK and Europe. She previously worked for Merrill Lynch where she was head of Banking Global IT. Before that she worked for seven years with Accenture, having graduated at University College London.

Stephen J. Leonard is Managing Director of PIC Solutions. He has over 15 years of risk management experience in the banking and consulting industries at Chase Manhattan Bank and Fair, Isaac International. At Fair, Isaac International he worked in the Europe Middle East Africa Region, consulting on account management, applications processing and scoring projects for clients in the bankcard, retail, current account, personal loans, telecom and mail order arenas. He holds an AS (State University of New York), BA (University of Toronto), MBA (Adelphi University - School of Banking, New York) and is a member of the UK and SA Institutes of Credit Management.

Rae Miller is a project manager for Lynx Financial Systems, providing consultancy and project management services to major blue-chip companies. She is responsible for the delivery of Lynx Collections and Recoveries software to customers such as Barclays Bank, Britannia Building Society and Nationwide Building Society. During her career Rae has worked as Collections Policy Manager for Barclays Bank, responsible for the re-design of collections strategies and the implementation of behavioural scorecards. Rae is a graduate member of the ICM.

Stuart Moseley graduated from Southampton University with a BSc Hons in Mathematics and Operational Research in 1994.  He has worked for Experian for 7 years latterly as a Business Consultant.  Stuart has expertise in the analysis of a variety of scoring solutions implemented for some of the largest financial institutions in the UK. He also has experience in delivering associated strategies and software to integrate solutions into financial institutions systems.

Martyn Phillips is the Head of Collections and Recovery for the Halifax Bank of Scotland (HBOS) Retail Bank. His chapter  seeks to demonstrate the vital importance of effective performance measurement in a high volume retail collections and recovery environment. Many of the arguments, observations and methods apply equally in business-to-business and smaller scale credit management operations.

Ferdinando Speranza started his career in banking at Standard Bank Card in 1985, and in 1989 moved to the United Credit Card Division (now ABSA Bank Card). He was a credit manager and for the past five years, a scoring manager. He played an integral part in the successful implementation of both application scoring and behaviour scoring. He currently holds the position of Functional Head, Scoring & Special Projects and is on the verge of completing his MBA.

Lawrence A. Stineman has served as Chief Operating Officer of nDev Technologies, Inc. a global software design and network services company headquartered in Phoenix, Arizona since 1999.  Prior to his tenure at nDev Technologies, Mr. Stineman served in a variety of managerial roles at other software development companies and at telecommunications companies including GTE and Fujitsu.  Mr. Stineman attended Loyola University in Chicago, Ill.

Des Styles has been the Director of Operations for Associates Capital Corporation in the UK for the last seven years having spent 15 years previously with HFC Bank in various operational roles.
Associates were acquired in late 2000 by Citigroup, the pre-eminent global financial services company. Des and his team are based in Manchester and Sunderland and have responsibility for the Credit Card and Mortgage operations under Associates, Citibank & Future Mortgages brands. Des's Manchester group participate actively in Citigroup's global best practices program, leveraging the best methodologies from the US and elsewhere. The team total around 800 people in callcentre, processing and administrative roles.

Bob Welsh is Head of Debt Management Strategy at the Royal Bank of Scotland. He joined in December 2001 to lead the integration of collection and recovery systems between Royal Bank and NatWest and to develop combined strategy going forward. Prior to that Bob was at the Bank of Scotland Group for 17 years, latterly as Head of Debt Management Services. A member of the Institute of Credit Management and American Collector’s Association, Bob has some 30 years experience in Risk and Debt Management.