Is Technology Changing Collections?

A NIGHT WITH: Gerry Fokas, Pedro Maya and our moderator Scott Williams

Gerry Fokas, Associate Vice President, Business Management & Strategic Support, TD

Gerry leads the Business Management & Strategic Support team under Customer Assistance (CA). The team is responsible for integrating customer, colleague, and control strategies and programs while maximizing operational efficiency and effectiveness across CA. The team also manages to prioritizing and executing initiatives that impact the business. Gerry joined TD Bank through the MBNA integration in 2011 and has held a number of progressively senior roles throughout his 20 year tenure with the bank. He has an extensive background in credit cards, leading teams in Fraud, Risk Management, and Collections and Recovery functions. Gerry also held a role in the US where he was responsible managing risk exposures across our US credit card portfolios for Collections and Fraud. Gerry has demonstrated his ability to build, lead and engage high performing teams to deliver results and is known for his ability as a change leader.

Pedro Maya, Credit Operations, Rogers Communication

Pedro is a results driven leader with 22 years of Risk Management and Operations experience working in fast-paced financial environments across Canada, Latin America & the Caribbean. Pedro has vast knowledge in credit and collections, fraud management, and business strategy. He holds a bachelor degree in Economics from one of the most respected Universities in Latin America (ITAM) Past senior positions included Leadership roles at Scotiabank and American Express. Pedro has a proven track record in leading cross-functional teams to deliver results and customer experience improvements in a high-performance environment. He is currently the Vice President Credit Operations at Rogers Communications, responsible of Credit Operations across the Credit and Collections lifecycle with the mandate to strategically transform Credit into a best in class business by delivering strong financial results, superior customer experience and being a trustworthy partner to enable the success and growth of the Organization.

Scott Williams, ADP Canada

A seasoned customer experience and operations executive, Scott has had and thriving career showcasing business transformation, growth, operational excellence, and award-winning customer experience. He has Leveraged industry insight and skills to drive efficiency and organizational profitability in roles reflecting:

Leadership | Strategic Planning | Client Management | Fraud and Credit Management |Contact Centre Leadership | Continuous Improvement | Lean Management Principles

With more than 20 years experience in the credit card business Scott has held various marketing, operations and client management roles at Canadian Tire Financial Services and Millennium 1 Solutions. Most recently Scott led two business units for ADP Canada with ownership of the SME and Managed HR businesses.
Always passionate about the client, Scott bring operational expertise and his marketing background to every challenge in our rapidly changing businesses.