21st Annual Financial Services Collections & Operational Risk Conference
October 21-23, 2013
Swissotel, Chicago, IL
President and CEO
Marcelo A. Aita is President and CEO for the NCB group of companies. NCB Management Services, Inc. is a national accounts receivable management company providing call center solutions to major financial institutions, commercial clients, debt buyers, and private schools since 1994. Prior to joining NCB in 2008, Marcelo held various finance and operations positions over 17 years at HSBC.
In his last position at HSBC, as national director call center operations for HSBC Card Services, North America, his responsibilities included managing customer service, sales, retention, and collection functions for the bankcard business. The call center operations group included nearly 8,000 employees across six call centers in the USA and six call centers in India, the Philippines, Malaysia, and Mexico. Marcelo and his senior team focused on people and performance management, employee engagement and satisfaction, customer experience, and developing future leaders.
Marcelo joined HSBC through the Household International acquisition. He started with Household Canada in 1991 responsible for branch accounting consumer finance. In 1995, he was named controller for Merchant Retail Services Limited, the Canadian private label credit card unit. Two years later, he relocated to Chesapeake, Virginia USA as performance engineer for Household Credit Card Services. In 1998, Marcelo was appointed financial analysis manager, risk control in Las Vegas, Nevada. He was promoted to director, collection services, in 2000 and then group director, risk control in 2002 where he managed their call center in Sioux Falls, South Dakota. In January 2004 he became group director, HSBC Global Resourcing North America, and was responsible for the strategic guidance and tactical execution involved in outsourcing functions on an international basis. In June 2005 he was appointed group director, customer care and sales. He moved into his last role with HSBC as national director, call center operations in August 2006.
Marcelo obtained his bachelor's degree in Honours Chartered Accountancy Studies from the University of Waterloo, Canada. He became a Certified Management Accountant in 1995. Marcelo maintains his membership in the Society of Management Accountants of Ontario.
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