Kristen Cronk
Director, Risk Management - Decision Analytics, Strategy & Transformation @Harley-Davidson Financial Services
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WORK HISTORY
Director, Risk Management - Decision Analytics, Strategy & Transformation @Harley-Davidson Financial Services
Reno, NV, US
Strategic Leadership- Leads Collection and Loss Mitigation strategy design and execution- Develops Champion/Challenger frameworks and forecasting models- Translates analytics into actionable recommendations for senior leadership- Provides strategic oversight of portfolio performance and risk appetite frameworks. Operational Excellence- Drives process design, automation, and governance across servicing operations- Leads change management and agile adoption initiatives- Guide the integration of analytics into servicing platforms and decision systems- Oversees compliance, audits, and vendor/system controls Talent Development- Builds high-performing teams and supports cross-training- Manages training programs for onboarding and certification- Influenced enterprise-wide talent development frameworks.🤝 Cross-Functional Collaboration- Liaison for Operations and other departments like Finance, Data Science, Digital Office, Legal and Compliance prioritizing initiatives that optimize performance & manage risk - Manages strategic partner relationships and portfolio delivery- Coordinates enterprise-wide initiatives with clarity and precision- Product Manager for core servicing platforms, ensuring alignment with business needs
EDUCATION
Ashford University
Bachelors, Organizational Management
Ashford University
Master of Business Administration (MBA), Business/Managerial Economics
SKILLS
ABOUT KRISTEN CRONK
Enterprise transformation & operations leader with deep analytics and risk fluency; modernizes platforms, embeds data into execution, and drives change in regulated environments. Top accomplishments include:• Transformed collections contact strategy from traditional dialing to a data-driven, multi-channel model across all delinquency stages, reducing annual credit losses by 10%.• Launched a decision-enabled collections queueing POC, prescribing optimal actions to frontline teams and driving a 28% increase in dollars collected versus champion/control populations.• Deployed AI-driven call quality automation, replacing manual reviews with real-time insights; enabled personalized development plans, materially increasing coaching frequency and improving dollars collected per hour.• Designed and delivered an end-to-end digital end-of-lease experience, integrating consumer and dealer platforms to automatically trigger title processing and asset sale, reducing friction and accelerating asset recovery.
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