Executive Spotlight with Sergio Seplovich

This Executive Spotlight highlights Sergio Seplovich, the VP of Operations at CSS Impact, and his journey at the intersection of technology, operations, and real-world problems in the receivables industry. From stepping into high-pressure environments where systems were breaking down to helping build scalable, AI-driven platforms, his perspective reflects how the industry is evolving beyond manual processes.

I serve as VP of Operations at CSS Impact, where I lead the execution and scaling of our AI-driven debt collection and legal case management platform. My role spans client implementations, product strategy, and operational infrastructure, ensuring we can onboard and support enterprise clients while continuously improving our platform. 

I work closely across teams—bridging sales, product, engineering, and delivery—to translate business needs into scalable solutions. Day-to-day, I oversee complex client migrations, integrations, and deployments, support revenue growth through demos and ROI positioning, contribute to marketing and go-to-market efforts, and help design automation, workflows, and analytics that improve performance and reduce manual effort. 

I also play a key role in building our partner ecosystem (VARs and BPOs) and driving initiatives that enhance efficiency, compliance, and long-term scalability.

I didn’t set out to build a career in receivables—it was more of a natural progression driven by problem-solving and exposure to the industry’s complexity. 

Early in my career, I was drawn to roles that combined operations, technology, and business optimization. That led me into environments where managing financial processes, workflows, and data accuracy were critical. As I became more involved in systems and process improvement, I found myself increasingly working alongside teams handling collections, legal recoveries, and account management. 

What started as a focus on operations and technology quickly evolved into a deeper involvement in the receivables space. 

I saw firsthand how fragmented and outdated many systems were—and how much opportunity there was to improve outcomes through automation, data intelligence, and better user workflows. 

The twist, if anything, was realizing that receivables is a highly strategic, data-driven ecosystem that touches compliance, customer experience, legal processes, and financial performance. 

That complexity kept me engaged. What’s kept me here is the ability to continuously innovate in a space that still has massive room for improvement. 

Whether it’s implementing AI-driven decisioning, optimizing liquidation strategies, or helping organizations modernize decades-old processes, the impact is tangible, and that’s hard to walk away from.

A defining moment early in my career was when I was pulled into a project where operations were breaking down under real client pressure, missed expectations, inefficient workflows, and heavy reliance on manual processes. 

What stood out wasn’t just the problem itself, but how disconnected everything was: systems didn’t talk to each other, teams were working in silos, and decisions were reactive instead of data-driven. 

I was tasked with helping stabilize the situation, which meant quickly understanding both the business and the technology behind it. That experience forced me to shift my perspective. I realized that success doesn’t come from fixing isolated issues; it comes from designing systems, processes, and data flows that work together at scale. 

It also reinforced the importance of visibility and accountability; if you can’t measure it, you can’t manage it. That lesson has stayed with me. 

Ever since, I’ve approached challenges by looking at the entire ecosystem: people, process, and technology, rather than just the surface problem, and focusing on building solutions that are not just functional, but scalable and sustainable.

Our mission is often underestimated. We are not just another software provider; we are focused on modernizing an industry that has relied on outdated, rigid systems for decades, giving organizations the tools to operate smarter through automation, best practices, and real-time, data-driven decision-making. 

What makes this especially powerful is our culture. We’re a team of people with diverse skill sets: operations, technology, data, marketing, and strategy, all of us working together and complementing each other to deliver a platform that is both highly functional and continuously evolving. 

It’s a collaborative environment where strengths compound and silos don’t exist. My day-to-day ties directly to that mission and culture. It’s constantly evolving, which is what makes the role so engaging. 

I move across areas like growth, product, client delivery, and performance optimization depending on what drives the most impact at the time. The common thread is that everything I do supports building, refining, and scaling a platform that delivers measurable results for our clients.

The trend that excites me most is the shift toward AI-driven decisioning and automation across the entire receivables lifecycle. 

For years, the industry has relied heavily on static workflows, manual processes, and agent-dependent outcomes. What’s changing now is the ability to use real-time data, machine learning, and configurable decision engines to dynamically guide every action—who to contact, when to contact them, how to communicate, and what strategy to apply. 

What makes this powerful isn’t just efficiency; it is consistency and scalability. You can enforce best practices across thousands (or millions) of accounts without relying on individual judgment, while still personalizing the approach based on behavior and data. 

It also opens the door to things like AI-assisted agents, voice and sentiment analysis, and continuous performance optimization, which fundamentally change how organizations operate. Instead of reacting to problems, they can proactively manage portfolios with a level of precision that wasn’t possible before.

In short, it’s the transition from people-driven processes to intelligence-driven systems, and that is where the real transformation (and competitive advantage) is happening.

My background has shaped me into someone who operates at the intersection of business, technology, and execution, and that directly influences how I engage in this industry. I have never approached challenges from a single lens. 

Instead, I tend to look at problems holistically: how the process works, how the data flows, how the technology supports it, and how people interact with it. That perspective has made me very focused on thinking about solutions that are not just functional, but scalable and aligned across teams. 

I also enjoy collaborating with our team and rolling up my sleeves, working closely with different groups of resources on our team, whether it is sales, product, engineering, or client, because I have spent time in each of those areas myself. 

I value clarity, accountability, and practical execution, and I try to create alignment so everyone is working toward the same outcome. I also have a strong understanding of the legal process within receivables, which allows me to work closely with our team to ensure our platform and workflows align with legal requirements while still driving efficiency and performance.

Inclusive leadership in the receivables space means bringing together diverse perspectives across operations, technology, legal, and frontline teams, and ensuring those voices actively shape decisions and outcomes. 

I see this in action with our CEO, Carl Briganti, who leads by fostering collaboration and making sure input from across the organization is valued and applied. That approach creates alignment and drives better decisions. 

At its core, it is about creating an environment where ideas can come from anywhere; supporting consistency and fairness through data and standardized processes, and aligning people, process, and technology to drive strong performance while operating responsibly and transparently.

“Focus on solving the problem in front of you, not on staying within the boundaries of a title or role”. 

Early on, that gave me the confidence to step into areas outside my comfort zone, whether it was technology, operations, or client strategy, and contribute where it mattered most. It helped me realize that value comes from ownership, curiosity, and execution, not just defined responsibilities. 

I come back to that mindset in challenging moments. It reinforces that growth happens when you lean in, ask the right questions, and take responsibility for driving outcomes, even when the path is not clearly defined.

What motivates me to keep showing up, especially on the hard days, is the variety and impact of the work. No two days are the same, and that constantly changing dynamic keeps me engaged and challenged.
My day-to-day ties directly to our mission, so whether I am working on growth, product, client delivery, or performance optimization, I know the work is moving something forward in a meaningful way. That sense of progress, combined with the opportunity to solve complex problems, is a strong motivator.
I am also driven by the team around me. Working with people who bring different strengths and perspectives creates an environment where we are always learning, improving, and building something better together.

A quote that is inspiring is one from Abraham Lincoln: “Give me six hours to chop down a tree, and I will spend the first four sharpening the axe.” 

The takeaway is simple: investing time in preparation and strategy with the right tools often leads to better outcomes than rushing into execution.

Not sure if this qualifies as “a superlative,” but Steadfast, I stay focused on the objective and see things through, especially when challenges arise. 

In a complex and evolving environment, I always try to bring consistency, follow-through, and a steady approach that helps teams stay aligned and keep moving toward a common goal.

I hope to be remembered as someone who made meaningful contributions, helping teams move forward, solve real problems, and build things that last. 

My focus has always been on aiming to adding value, collaborating effectively, and leaving systems, processes, and outcomes better than I found them.

Outside of work, I have a strong interest in the sciences and a deep appreciation for nature. I enjoy learning about the intricacies of how things work, whether it is biochemistry, genetics, anatomy, physiology, etc. I also enjoy hiking, skiing, and traveling.

Outside of work, I find energy and creativity in learning and exploring the sciences, especially reading and learning about topics like biochemistry, astronomy, and archaeology. 

I enjoy understanding how things work in nature at a deeper level, which keeps me curious and constantly learning. I also recharge by spending time in nature. 

Whether it is being outdoors or simply stepping away from the day-to-day, it helps me reset, think more clearly, and come back with a fresh perspective.

One thing people do not know is that I initially set out to become a doctor and went to medical school. My initial path was always rooted in the sciences and a deep curiosity about nature, but that is not something many people know about me. 

That foundation still influences how I think today, especially in how I approach problems, systems, and continuous learning.