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An agile approach for resilient collections

Recorded On: 05/21/2020



Jason W. Osborne, Global Head, Consumer Banking, Genpact
Vikram Mahidhar, Global Head, Digital Transformation, Genpact
Andy Efstathiou, Banking Sourcing Research Director, NelsonHall


The COVID-19 outbreak has forced banks to confront a much sharper and a more sudden downturn. To effectively respond to this recessionary environment, financial institutions must act quickly and decisively. 

Banks must prepare to deal with the double whammy of increased debt collections volumes and reduced call center capacity, navigate government bailouts and ensure employee safety and business continuity. At the same time, they must continue to prioritize their customers’ financial betterment. If banks fail to show much-needed empathy to affected customers at this time, they risk their reputation.

Join Genpact and NelsonHall, as they discuss what banks must do to address imminent threats and create a more resilient collections organization.


  1. Why the current downturn has brought back focus on debt collections.
  2. What banks must do to navigate the recessionary environment.
  3. Immediate and long-term strategies to emerge stronger from this recession.


  1. How collections strategies will change during and post COVID-19.
  2. A three-pronged approach that banks must consider?
  3. What immediate actions banks must take?

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Jason W. Osborne

Global Head, Consumer Banking, Genpact

Jason W. Osborne leads Genpact’s Global Consumer Banking practice.  In this role, Jason is responsible for the establishing and maintaining Genpact’s consumer banking strategy, its business results, and the selection and management of the digital, transformation services and offerings. Jason brings significant leadership experience across consumer financial organizations.  He recently joined Genpact from Citibank where he was most recently the Head of Strategic Partnerships for Citi’s Global Retail Bank. 

Vikram Mahidhar

Global Head, Digital Transformation at Genpact

Vikram is responsible for AI growth strategy and AI/ML business at Genpact, overseeing products and services that the company provides to its clients. Based in Boston, Vikram was an entrepreneur and part of the RAGE leadership team where he built the AI solutions business. RAGE was acquired by Genpact. Prior to RAGE, Vikram spent a decade at Deloitte in various leadership roles including – built advanced analytics products and services business; led digital transformation for multi-billion audit business; established strategy and operations practices in emerging markets; consulted C-suite at several Fortune 500 companies.

Andy Efstathiou

Banking Sourcing Research Director, NelsonHall

Andy is the Banking Sourcing Research Director at NelsonHall where he has global responsibility for Retail and Commercial Banking BPS, Capital Markets BPS, and RPA, AI, and FinTech services in Banking, including consulting, design & deploy, and operations support. In this key role, Andy assists both buy-side and vendor organizations in assessing opportunities and supplier capability across Banking services, including in the areas of Core Banking, Payments, Mortgages & Loans, Securities Processing. In these domains Andy covers professional services, hosting, and BPS.


05/21/2020 at 11:00 AM (EDT)  |  Recorded On: 05/21/2020
05/21/2020 at 11:00 AM (EDT)  |  Recorded On: 05/21/2020