Mike Mc Cutcheon

Reporting to the EVP/SVP, I was promoted to manage up to 2000 direct reports and between $50M and $90 P&L. I frequently support multiple global locations while overseeing US proprietary servicing centers in Phoenix, Fort Lauderdale, and Manila, Philippines, as well as India. I am relied upon to direct US Credit Operations and Servicing functions across multiple geographies through hiring, onboarding, training, and performance improvement in a ‘Champion Challenger’ environment. I also oversee and integrate robust performance and collections strategies across the US network. DELIVERED RESULTS: > I design and implement programs to drive collections effectiveness, customer treatment, and employee engagement while building strong alliances with all groups through the Global Servicing Network. ==> I reengineered $10M-$25M annually, optimizing capabilities, operational metrics, and network configurations. ==> I drove performance across an integrated global network via Champion Challenger structure–Phoenix and Fort Lauderdale outperformed all other sites in the network. ==> I am progressing to produce $7M+ savings vs. $3.5M budget. ==> I produced $800K+ savings vs. up to $350K forecasted savings in 2015. ==> I significantly enriched the customer experience by more than 400 bps with Voice of Card Member (VOCM). ==> I fostered $700M+ in provision saves over 2 years. ==> I earned multiple years of Top 10% Employee Pulse Survey Results.

Reporting to the SVP, I was promoted to manage the Outside Agency Performance across the entire US card business including up to 1500 full-time employees across 4 countries with $50M-$70M P&L. I implemented strategies for the offshore/nearshore/onshore footprint of US credit and collections. I also directed the hiring, onboarding, market share allocation, and agency removal. DELIVERED RESULTS: > I consistently delivered a proven track record of exceptional performance, exceeding external agency results. ==> I saved $10M+ over 3 years. ==> I produced $5M+ savings and optimized both collections and cost effectiveness. ==> I annualized attrition to less than 40%.

Recruited to continue innovative idea implementation into existing businesses, I oversaw up to 18 leaders and 200-300 full time staff as well as up to $10M P&L. Serving as Internal Consultant to lines of business, I advised on outsourcing strategies and provided industry-leading practices. I managed systems, strategies, and all operational aspects of a ‘Champion Challenger’ environment while competing against a group of external agencies. DELIVERED RESULTS: > I earned the prestigious 2005 Centurion Award for outstanding leadership, innovation, and change management. ==> I transformed an internal Skip Tracing Team from the cost center to profit center. ==> I reduced attrition from 37% annualized to less than 15% over 2 years– approximate 60% reduction while increasing productivity, collections effectiveness, and card member satisfaction. ==> I cut overall costs by 20%+ and accelerated collections performance. ==> I fostered data gathering, analysis, and critical business modeling decisions across all stages of delinquency.

As Consultant, I oversaw both internal and external business development to various lines of business, while managing relationships with all outsourced collections agencies. I designed compensation plans, scorecards, goal-setting, and capacity and risk mitigation plans. Relied upon to select suppliers and outsourcing of Collections and Recoveries, I controlled the early and late stage collection efforts with 800+ associates at 7 suppliers and resolved any reporting issues for Call Center Services/Collections for this role and in previous role. DELIVERED RESULTS: > I significantly contributed to the core team that built the operational strategy, staffing plan, and goal-setting process for the Early Stage Outsourcing Group. ==> I drove pre-charge off collection agencies–collecting $1.4B+ in 2003. ==> I created a customized approach to support the individualized development of associates and managers.

I expertly managed Recoveries associates with 60+ full-time employees. I analyzed operations, identified process improvements, created plans, and deployed solutions to maximize the value of agencies or internal customers. DELIVERED RESULTS: > I utilized aggressive performance management to encourage and reward top performers and support underperforming members by aligning their proper role fit and strengths. ==> I recruited, trained, and groomed an outperforming Virginia legal collections team that collected $5M+ per month while saving $2M+ annually, including collecting on accounts country-wide. ==> I enhanced contact center performance by creating and evaluating KPIs and SLAs. ==> I amplified 10%-20% year-over-year in Recoveries rates vs. Outside Agency competitors.

Serving as Sales Manager in several cities including VA Beach, Hampton, and Richmond, VA, I trained and supervised 20-40 employees to meet monthly sales targets. I managed $16M annual sales and all aspects of profit/loss performance, increasing revenue while reducing costs to achieve forecasted goals. DELIVERED RESULTS: ==> I designed and facilitated associate training modules, which improved both electronics and customer service.

I recruited, trained, and led 9 licensed insurance agents. I conducted training seminars that integrated best practices across several other organizations. DELIVERED RESULTS: ==> I maintained a positive annual premium growth.