RESPONSIBILITIES:
Operations: lead and develop day- to- day debt collections operations such as call center, field visits, skip- tracing, legal recoveries, enforcements, and collateral sales.
Efficiency: develop and constantly improve (a) cost- of- collection/recovery ratio and (b) motivation systems for different teams within various collection stages.
Strategies: develop behavioral collection strategies, run champion- challengers, provide from- the- field feedback to improve collection strategies.
Partnership: serve as a collection business partner to various departments such as Retail/SME/Corporate Business lines, Risk Management, Finance, HR, IT, BI, Operations.
Analytics: work with collection metrics to adjust the process and improve performance.
Innovations: lead Robotics, ANI and GenAI, social network profilings.
Collection stage coverage: End to end from early to late collection
Team building: build, drive, and develop the teams according to the highest industry standards.
Content: develop comprehensive collection procedures, policies and documents needed.
UX/UI: lead improvement of customers&039; experience regarding repayments, ethical communications.
Products: run and optimize collection products to distressed customers. Full Product coverage for RB & SME from unsecured to secured incl cards, mortgage, business loans etc
REQUIREMENTS:
Experience of having 500+ FTEs under management.
Strong business partnering skills.
Excellent people management, mentoring and leadership skills.
Experience of using PDS, sim- gateways, robotics/generative AI/ANI.
High level of responsibility.
Experience in working with Collection and telecoms software.
Bachelor Degree (prefer Master degree) in Business, Statistics, Economics, or similar.
Fluent English; Vietnamese language is an advantage.
Minimum 5 years of management experience in debt collections or recoveries in banks or financial companies.
Outstanding written, verbal, and presentation skills.
