Sean Jan
Ajax,Canada
Summary
Strategic and results-driven Senior Manager with over 18 years of leadership experience in credit recovery, collections, financial management, and operational excellence. Proven track record in leading large teams, driving financial performance, implementing process improvements, and fostering collaborative partnerships. Adept at managing high-risk portfolios, negotiating debt recovery strategies, and ensuring compliance with regulatory standards. Recognized for delivering business solutions that enhance efficiency, reduce financial liabilities, and improve customer experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Experience Manager, Airside Operations
Air Canada
01.2024 - Current
- Lead and manage a team of30 baggage station attendants, ensuring seamless operations and service delivery aligned with corporate objectives
- Oversee the planning and execution of irregular flight operations, ensuring compliance with Canadian aviation regulations
- Conduct daily briefings and coordinate with cross-functional teams to enhance operational efficiency, safety, and compliance standards
- Drive improvements in operational metrics, including service delivery, compliance, and customer satisfaction
Senior Manager, Credit Recovery
Meridian Credit Union
01.2023 - 01.2024
- Managed a team of10 agents and administrative staff, overseeing high-risk mortgage and vehicle loan portfolios worth2BB
- Successfully reduced delinquencies by25% through proactive account reconciliation, loss mitigation strategies, and early intervention techniques
- Implemented a Microsoft365-based CRM system, improving collections team functionality and operational efficiency
- Spearheaded outsourcing initiatives to enhance skip tracing and collections processes through collaboration with third-party vendors
- Developed and implemented new policies aimed at efficient loan loss provisioning and recovery strategies
Manager, High Risk Collections
Scotiabank
01.2014 - 01.2020
- Managed high-risk client accounts across multiple products, including automotive loans and credit cards, with large balances and poor credit
- Led a team of30 agents, supervisors, and team leaders, implementing innovative collection strategies that resulted in a recovery of $65 million in delinquent accounts
- Collaborated with internal teams, including Client Experience, Risk Management, and Fraud, to refine operational processes and meet regulatory standards
- Successfully doubled the Canadian Credit Card portfolio from20M to40M while mitigating risk and enhancing customer experience
- Played a key role in the development and implementation of Loss Mitigation Tools for clients in financial hardship
Education
Financial Planning/ School of Business Diploma -
Centennial College
01.2015
Business Program - undefined
Rotman School of Business at the University of Toronto
01.2010
Automotive Technician Diploma - undefined
Centennial College
01.2008
Skills
- Leadership & Team Development: Over18 years of experience leading and mentoring teams of up to30 employees, optimizing performance through coaching, training, and cross-functional collaboration Strong background in managing both unionized and non-unionized environments
- Credit & Risk Management: Expertise in managing high-risk credit portfolios, reducing delinquencies, and mitigating financial losses through strategic collections and loss recovery efforts
- Financial Strategy & Compliance: Deep understanding of financial regulations, loan provisioning, and compliance standards within the banking and credit industries Experience in implementing policies and procedures to safeguard financial operations
- Data-Driven Decision Making: Proficient in data analysis, KPI implementation, and process audits, using insights to guide decision-making and improve operational outcomes
- Operational Excellence: Strong background in process optimization, developing innovative collection strategies, and integrating technology solutions to streamline workflows
- Stakeholder Management: Extensive experience collaborating with internal and external stakeholders, including senior management, clients, vendors, and cross-functional teams to achieve business objectives
- Customer Experience & Relationship Building: Skilled in enhancing customer satisfaction through proactive problem-solving, empathy, and consistent communication
- Cross-functional collaboration
- Customer empathy
- Data analytics
Certification
- Developing High-Performance Teams, iLEAD |2020
- Certified Call Center Coach, Coaching Better Skills (CBS) |2020
- ISO Quality and Compliance, McKinsey Consultants |2018
- Canadian Securities Course, CSC Level1 |2014
Accomplishments
- Strategic Leadership: Recognized for driving improvements in operational performance, customer satisfaction, and employee engagement across multiple roles in credit recovery and customer experience.
- Financial Recovery: Successfully recovered over $65 million in high-risk collections and reduced liabilities through efficient loss mitigation strategies.
- Process Optimization: Initiated and implemented process improvements that streamlined operations, improved compliance, and enhanced service delivery, leading to industry recognition for best-in-class practices.
Timeline
Customer Experience Manager, Airside Operations
Air Canada
01.2024 - Current
Senior Manager, Credit Recovery
Meridian Credit Union
01.2023 - 01.2024
Manager, High Risk Collections
Scotiabank
01.2014 - 01.2020
Business Program - undefined
Rotman School of Business at the University of Toronto
Automotive Technician Diploma - undefined
Centennial College
- Developing High-Performance Teams, iLEAD |2020
- Certified Call Center Coach, Coaching Better Skills (CBS) |2020
- ISO Quality and Compliance, McKinsey Consultants |2018
- Canadian Securities Course, CSC Level1 |2014
Financial Planning/ School of Business Diploma -
Centennial College
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