Ed Antao

Role Objective

• To oversee the performance of the business from post completion to redemption. This encompasses the completion process and primary servicing as well as special servicing, product transfers, drawdown requests, porting/other variation requests and vulnerability reviews
• To ensure the operation provides excellent and efficient service which puts the needs of the customer at the heart of everything the team does
• Identify inefficiencies throughout the business and implement process improvements
• Act as principle representative of LiveMore Capital with key outsourced service providers including conveyancers, solicitors and asset managers
• Manage performance through an effective governance programme
• Foster collaborative partnerships to enhance service delivery
• Develop action plans to address gaps or quality concerns

Achievements

• Have identified several areas for process improvement including a guide around dealing with sole deceased cases and an information sheet for brokers to ensure a quick and efficient second charge referrals, thus reducing call traffic
• Successfully onboarded three new service providers including a solicitor firm and asset manager
• Contributed to Credit Committee decisions to ensure the best recovery for the company as well as best outcome for the customer.

Role Objective

• To manage the Pepper/client relationship for 5 clients with a total AUM c. £2bn, acting as primary liaison and point of escalation across a broad range of business functions including Risk, Finance, IT, PMO, Primary Servicing and Change.
• To broadly oversee and track risks and incidents across the business as to their impact on the client and track them to mitigation/conclusion.
• To discuss performance against SLA's and cross-collaborate to agree ways to innovate, improve performance and drive efficiencies, thus maximising returns for the client and Pepper.
• To act as escalation point for any issues between Pepper and the client and agree a sufficient governance framework with stakeholders.

Achievements

• Reduced loan delinquencies significantly by leveraging previous arrears management experience on BTL and company loans.
• Successfully transitioned client operations into a Consumer Duty framework.
• Aligned client requirements with Pepper's treatment of vulnerable customers, supplying the necessary regulatory MI where applicable.
• Supported Senior Operations Managers in analysing complaint and incident root cause to drive down complaints and ensure adequate controls were in place.
• Collaborated with clients to ensure the required content on production of monthly and quarterly governance meeting packs. Also chairing the meetings to ensure focused discussion and adequate representation as per Terms of Reference.
• Worked closely with relevant internal stakeholders to ensure contractual SLA's were met thus maximising returns for Pepper including incentive payments linked to performance.
• Ensured Primary and Special Servicing manuals and specifications were aligned with Consumer Duty principles.

Role Objective

• To look at the new WFH model and identify any risks and inefficiencies created as a result throughout operations, particularly Primary and Special Servicing and make recommendations for process improvement.
• To identify any areas of underperformance and address accordingly by coaching and performance management.

Achievements

• Improved underperforming agent productivity by collaborating with Senior Operations Managers, reviewing individual performance metrics and removing blockers where appropriate.
• Worked closely with clients and internal stakeholders to ensure performance continuity post COVID-19 in line with contractual SLA's.
• Helped develop and UAT the new Vulnerable Customer system add on to align with new regulatory requirements concerning vulnerable customers.
• Reduced complaints and incidents by effectively analysing complaints and incident root cause to drive process improvement and more robust controls.
• Ensured clients were able to innovate in line with their strategic objectives by creating cross party collaboration where necessary with the relevant stakeholders from PMO and Change.
• Effectively presented feedback findings to relevant stakeholders for increased understanding of service strengths and weaknesses.

Role Objective

• (2017-2018) As part of the senior management team to develop, from its infancy, Pepper Cyprus, as an insourced servicing solution for the Bank of Cyprus providing an extra 'pillar' of support to help reduce its secured SME commercial debt. Additionally, to play a key role in the recruitment, training of staff and provision of IT systems.
• (2018-2019) To manage a Recoveries Manager and Specialist on a portfolio of €64m SME loans across multiple asset classes and produce credit proposals for review by credit committee including the CEO of Bank of Cyprus.
• (2019-2020) To coordinate, oversee and consolidate the performance of three recoveries teams and act as primary liaison between Pepper Cyprus and Bank of Cyprus senior management. To provide support to the Head of Servicing and Head of Country to attract new business.

Achievements

• Reduced the teams €64m delinquencies by 30% in 12 months.
• Improved the quality of customer interactions by carrying out 1st line quality and thematic reviews.
• Managed oversight of Conduct Risk and Third Parties, including carrying out CDD where necessary.
• Managed the tri-party relationship between Pepper Cyprus, Bank of Cyprus and KPMG during the largest portfolio sale in Cyprus history.
• As part of the company's Crisis Management Team, effectively managed business continuity during the 2019/20 COVID pandemic.

Role Objective

• To manage a team of 10 Specialists and 1 Senior Specialist in UK regulated and non regulated environments in the management of 1st charge, 2nd charge secured loans as well as CCA and multi currency loans.
• To develop and upskill team where possible.
• To deal directly with the client on securitised portfolios and to chair quarterly meetings with internal and external stakeholders where required.

Achievements

• Reduced the company's delinquency exposure by taking ownership of more litigious and complex litigation cases, liaising with the client and solicitors and attending court proceedings where necessary.
• Reduced delinquencies significantly by managing the company's receivership process and trained staff where necessary.
• Designed, developed and tested system add ons for capturing data on forbearance and receivership to allow for better MI.
• Project managed a large scale remediation.
• (2012-2015) Met the clients recovery target a year earlier than anticipated which allowed them to exit the market early to focus on their core business and resulted in a significant Early Termination Fee being paid to Pepper.