Operation Manager

• Responsible for manage daily operations of Payment & Customer service and Contract Processing teams.
• Responsible for training and measuring staffs performance of Payment & Customer service and Contract Processing teams.
• Supervise, manage and impulse the implementation of operation strategy to ensure KPI target of Payment & Customer service and Contract Processing teams.
• Responsible for organizing weekly and monthly meetings of Payment & Customer service and Contract processing teams.
• Develop staff training plan and strategy.
• Creating, building and being a contact point for working with relevant partners and departments.
• Contribute concepts and ideas to develop disbursement procedures of new products.
• Participate in building, guiding and improving processes and guidelines.
• Perform other tasks as assigned by the Head of Operations

CUSTOMER SERVICE AND WELCOME CALL

• Working with other departments to provide solutions to resolve customer issues relating to standard operation procedures and exception cases ...
• Based on product requirements, business requirements, creating appropriate processes for improving customer service quality.
• Control call service quality and find appropriate methods to improve staff productivity and quality together with support related departments in fraud investigation.
• Develop internal workflow between Customer service Department and other related departments to ensure all works are completely and effectively done.
• Develop personal achievements as well as achievements of all teams.
• Manage, supervise and ensure that all members in customer services department actively participate in the Call Service Quality Assessment activities
• Provide quickly and appropriate solutions to restrict mistakes happen.

CONTRACT PROCESSING AND ARCHIVING

• Control the activities of processing and archiving post-disbursement contracts followed with SOP.
• Manage and evaluate quality control processes of Contract Processing and archiving team
• Monitoring daily activities and productivity of Contract Processing team to ensure loan contracts are processed followed SOP.
• Coordinate with training department to develop training strategies.
• Work with relevant departments to complete the contract processing procedures.
• Provide solutions to prevent mistakes.
• Regularly update and follow risk policies.

DISBURSEMENT AND PAYMENT

• Manage the number of disbursed applications as well as processing time for each application daily.
• Manage reconciliation of cash flow between Core Banking system & LMS daily.
• Manage and supervise the reconciliation of insurance amount with Insurance company, ensure the correction of insurance commission every month.
• Control risk at Disbursement and Payment stage, propose the solutions to limit/repair the loss.
• Frequently evaluate system issue and processes, propose solutions, and cooperate with vendor to find the solution for increasing productivity of the team.
• Organize the testing new system/products/processes related to Disbursement and Payment stage.
• Building the reports related to loans module and report to head office if require.
• Explain the entanglements from Accounting and Auditing Dept. related to loan account balance at FICO.

• Bachelor degree in Finance/Economics/Banking.
• At least 7 years of experience working management position in accounting and Customer Service Dept. or similar at Finance company or Commercial Bank.
• Communication, presentation, training & management skills, and have ability to motivate team
• Experienced managing over 50 employees
• Ability to examine data, reports and complete the work on time
• Ability to resolve problems requiring accuracy and prompt
• Positive and enthusiastic work attitude
• Proficient in Microsoft office (Work, Excel, PowerPoint ...)
• Good communication, good presentation in Vietnamese and English language (speaking & writing).