Thursday, 01 May, 2025
12 pm BST

Keeping Collections Personal in the Age of AI

In partnership with

Why attend

With UK household debt exceeding £2.1 trillion and financial institutions facing growing regulatory and economic pressures, the role of AI in debt management has never been more critical. While AI offers efficiencies through automation, open banking, and predictive analytics, financial institutions must balance these technological advancements with the need for human-led, ethical debt collection.

This webinar will explore how AI can enhance, rather than replace, human interactions in debt management—ensuring fairness, transparency, and customer-centricity in line with FCA Consumer Duty and other regulatory frameworks.

The key take-aways

The evolving landscape of AI-driven debt management

How AI can support early intervention and better customer outcomes

The role of Conversational AI, Generative AI, and Explainable AI in collections

Ethical considerations and maintaining the human touch in debt recovery

The webinar panel

Click to view full speaker details

Ange Johnson De Wet, Director and Head of Engineering | NATWEST

Ange has a strong interest in delivering sustained benefits through leading class technology, strategy, people leadership, management and delivery. She is a seasoned leader focused on creating and nurturing a high performance team.

Ange's profile from a people leadership, technology and transformation and banking and consulting point of view:
• Leadership and People – Ange improved the culture of the 200+ onboarding technologists and 15k+ change professionals. Structured the organisation of 50+ onboarding engineers. She also reorganised a 500+ technology organisation.
• Technology and Transformation impact – Ange delivered people, process and system improvements across commercial billing, money markets finance, risk and regulatory reporting, data quality, cloud, engineering, coding, testing, cloud, DevOps, test driven development, behaviour driven development, pair programming, code refactoring and mainframe migration.
• Banking consulting and problem solving – Ange is passionate about the craft of stakeholder management, issue based problem solving, effective communications and vision and strategy development and delivery. 18+ years of experience with 9 years of investment and commercial banking and 9 years of consulting experience.

Michael Conville, Chief Customer Officer | NEWCASTLE BUILDING SOCIETY

As a trusted and strategic executive leader, I bring over two decades of experience working within the complex, challenging, and market-evolving financial services sector. I have Executive and SMF accountability for mortgages, savings, large multi-site branch operations. With a diverse skill set, I deploy a strategic focus on elevating the customer experience, streamlining processes, and fostering a customer-first culture that enhances brand loyalty and market reach, coupled with my proven track record of operational transformation, driving initiatives to optimise efficiency and deliver sustained and scalable growth.

Throughout my career, I've championed digital innovation and developed award-winning customer engagement strategies, empowering customers to navigate their financial journeys confidently and balancing innovation with risk management and compliance to deliver solutions that meet regulatory standards and exceed member expectations.

Known for delivering standout results, I’ve spearheaded initiatives that streamline processes, launched a number of new mortgage and savings propositions that add real member value and embedded a culture of service that empowers members at every step of their financial journey. My approach is grounded in a deep understanding of the sector’s complexities and a relentless commitment to simplifying the path to homeownership, securing savings, and building trust. As a forward-thinker, I remain passionate about shaping the future of financial services by advocating for responsible and ethical products and services; and am dedicated to driving value for members while strengthening financial wellbeing.

My leadership is underpinned by a commitment to balancing customer needs with business objectives, ensuring the seamless integration of customer service excellence with regulatory compliance and risk management. I develop and embed collaborative, knowledge sharing and drive a transparent internal culture, inspiring teams to break new ground, embrace agile practices, and adapt to market shifts with confidence to cultivate a positive work environment.

I am keen to connect with like-minded individuals and industry leaders. Feel free to contact me directly through LinkedIn and add me to your contact list. I look forward to connecting with you.

Jason Gouk, Strategic Sales Director | SBS

A successful client sales and management representative with 37 years experience in the IT industry. Jason has spent over 30 years delivering business value to clients in the Financial Services industry including some of the largest retail banks and insurance companies in Europe. His current role in SBS is as Strategic Sales Director responsible for driving value into SBS UK & Ireland clients. Jason is also responsible for the Collections and Recoveries go to market, where he oversees the SBS portfolio. Prior to this he was an SBS Client Director for over 10 years managing a number of key clients in the collections and recoveries space.

Prior to this role, Jason spent 16 years at IBM in variety of roles including sales management, client management and solution sales.

Kerry Nicolaides | Webinar Chairperson

Kerry is an independent proposition advisor and strategist with over 20 years of experience at the intersection of finance, technology, and innovation. She has worked extensively with financial services and utilities, creating inclusive, customer-first propositions that drive meaningful outcomes.

As Chair of this webinar, Kerry will draw upon her expertise to guide discussions on the transformative role of AI in debt collection. She will lead conversations on how AI can enhance human interactions in debt management. Kerry's focus will be on ensuring fairness, transparency, and customer-centricity while navigating frameworks like the FCA Consumer Duty.

Throughout her career, Kerry has been passionate about combining strategic clarity with human-centered design to create practical, impactful solutions. Her ability to simplify complex challenges and turn ideas into outcomes has established her as a trusted advisor in shaping the future of ethical and innovative debt recovery practices.

Join the Discussion

This webinar is in partnership with

SBS

With an agility of a fintech and support of a large group, we design tech solutions for financial institutions worldwide to provide services accessible to each of us, everywhere, anytime.

Our mission is to contribute to a better financial world: accessible to everyone, everywhere, anytime. Since 1968, we have strived to support banks in their digital transformation, leveraging our inherited domain expertise and the latest technologies.

Learn More

Anchor 1