Job Purpose
- Improve the efficiency of debt collection activities on the basis of implementing:
+ Propose KPIs/methods to evaluate and measure performance for departments/each staff to ensure the connection between collection performance indicators and assigned targets, while simultaneously create motivation for employees
+ Develop processes, regulations, operating instructions, parameters to segment, allocate customers, select handling channels and effective handling measures, in accordance with the law and regulations of the Company.
+ Propose to build operating models, regulations, modern and effective systems/tools to meet the needs of management and operation of unsecured collection
+ Organize and implement training activities and evaluate the effectiveness of training activities
- Provide effective feedback between debt collection operations with Debt Tranferor
Key Accountabilities
General Responsibilities:
- Strictly follow AMC&039;s Labor Regulations
- Comply with AMC&039;s training and work arrangements
- Perform the work in accordance with policies, regulations, procedures, internal guidelines... and service quality commitments (SLAs).
Professional Responsibilities
Develop/adjust regulations, processes, operating instructions, parameters (including but not limited to customer segmentation, selection of appropriate processing channels, customer allocation, priority rules,...) in the operation of unsecured collection
- Propose parameters and principles in the operation of unsecured collection
- Make suggestions/develop/change regulations and guidelines for unsecured collection for all operations, ensure the efficiency of collection at AMC and comply with the law
Build parameters in unsecured collection to serve the operation and system reporting (including but not limited to customer segmentation, selection of appropriate processing channels, customer allocation, priority rules...) :
- Implement and install the proposed/adjusted plan to the Debt Management System after approval
- Analyze and evaluate the effectiveness of each debt recovery strategy, influencing factors
Develop KPIs/Target settings for unsecured collection sub- functions, including principles and methods of evaluating/measuring/recording the effectiveness of debt collection for each sub- function/staff
Manage the effectiveness of collection operators and outsourced partners:
- Determine the need for information and reports that serve the purpose of management and monitoring of unsecured collection operation efficiency
- Analyze and evaluate the performance of assigned targets of debt recovery units in comparison with the plan.
Build content for effective management of collection activities of debt collection operators and outsourced partners: Effective assessing /measuring/recording method for unsecured collection officers
Participate in the management regarding interaction with feedback in unsecured collection between AMC and functions of Debt Transferor in order to strengthen and improve the debt management system:
- Synthesize, check and process information arising in the process of feedback interaction between AMC and functions of Debt Transferor as assigned.
Participate in the implementation of projects on building/transforming technology/debt collection tools for the whole system, ensuring the effective maintenance of technology systems/debt collection tools:
- Find out and detect arising problems that affect the smooth and effective operation of the technology system/debt collection tool
Organize, implement and evaluate the results of training, communication and capacity building of debt recovery.
