Standing up a remote loan-servicing center from zero — under crisis

When the war began, branches became hard to reach and many customers could no longer meet loan obligations on time. The bank needed to serve customers and process debt restructuring remotely, fast — and no such function existed yet.

• Framed the concept and operating model for the new remote servicing center.
• Designed the end-to-end processes for remote restructuring of secured and unsecured loans (there was no As-Is to start from).
• Wrote the regulations, SOPs, instructions and communication scripts — the 'requirements' agents and partner departments executed.
• Defined cross-functional handoffs and decision rules across risk, legal, credit and operations (RACI).
• Stood up and trained a 20+ team under tight deadlines, then ran quality control and iterated on real case data.

1. 1Concept & operating model.
2. 2Process design — To-Be from scratch.
3. 3SOPs, communication scripts and SLAs.
4. 4Team build & training → launch → QC & continuous improvement.

Kept customers supported and the loan book serviced during extreme uncertainty, enabled mass remote restructuring, and reduced branch load — service continuity when it mattered most.

With no existing process to lean on, I learned to ship a 'good-enough' v1 and tighten it with QC data — treating the rules and scripts as the product the team used every day.