KEY RESPONSIBILITIES:
Planning/ Budgeting
- Develop and lead the implementation of collections strategy and collections plans to ensure all the debts are collected sufficiently & in accordance with VPB FCs targets
Monitor financial & analytical call collections reports
Policy/ Procedure
Ensure compliance and efficiency of Call Collections Center regulations, policies and procedures
Operations
- Manage Call Collections activities included target, performance, violation, to achieve target
- Provide insight and decision support; direct and manage center to meet or exceed performance and behavioral expectations; evaluate performance; address complaints and resolve problems from employees
- Support discovery, evaluation, and implementation of key Call Collections Center strategies and tools
- Work with Collections Governance Support Center to analyze reports for financial collection accounts, customers delinquent accounts, credit reports
- Aggressively pursue new ideas, concepts, etc. to improve call collections performance
- Orient the working idea for staff in the Center, ensure all the staff comply with orientation/ policy/ statute of the company
- Lead meetings with Call Collections Management level to update and drive collections performance
- Handle escalated issues to ensure all Departments operate sufficiently
Undertake other assigned tasks when required
People Management
- Manage work assignment of direct reports of Call Collections Center ensuring appropriate work assignment, smoothness and continuity of operations.
- Coach and develop direct reports to ensure efficiency and continuous improvement.
Participate in developing headcount plan with related departments
Reporting
- Closely monitor all call collections rates of Center to make sure they are met required level
- Review daily/ weekly/ monthly performance of each Department, each Unit in order to early detect issue and direct solution on-time
- Monitor periodically reports of all Departments in Call Collections Center
Monitor any ad-hoc reports if any
REQUIREMENTS
- Bachelor Graduated, major: Economics; Finance Banking; Business Administration or related area is preferred
- At least 10 years experiences in call collections for Banking- Finance company
- Deep understanding of banking / finance collections policies & processes
- Strong Communication Skill
- Strong Negotiation Skill
- Strong Problem Solving Skill
- Strong Leadership Skill
- Strong Operations management Skill
- Ability to manage multiple teams of teams of front-liners
- Strategic thinking
- Business Acumen
- Fluent in both Vietnamese & English
- Proficiency in Microsoft Office software
