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.
• Team building: build, drive, and develop the teams according to the highest industry standards.
• Strategies: develop behavioral collection strategies, run champion-challengers, provide from-the-field feedback to improve collection strategies.
• Analytics: work with collection metrics to adjust the process and improve performance.
• Efficiency: develop and constantly improve (a) cost-of-collection/recovery ratio and (b) motivation systems for different teams within various collection stages.
• Innovations: lead Robotics, ANI and GenAI, social network profilings.
• 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.
• Content: develop comprehensive collection procedures, policies and documents needed.
• UX/UI: lead improvement of customers’ experience regarding repayments, ethical communications.
• Collection stage coverage: End to end from early to late collection.
• Partnership: serve as a collection business partner to various departments such as Retail/SME/Corporate Business lines, Risk Management, Finance, HR, IT, BI, Operations.

REQUIREMENTS

1. Must have:

• Bachelor Degree (prefer Master degree) in Business, Statistics, Economics, or similar.
• Minimum 5 years of management experience in debt collections or recoveries in banks or financial companies.
• Experience of having 500+ FTEs under management.
• Excellent people management, mentoring and leadership skills.
• Experience in working with Collection and telecoms software.
• Experience of using PDS, sim-gateways, robotics/generative AI/ANI.
• Strong business partnering skills.
• Outstanding written, verbal, and presentation skills.
• Fluent English, Vietnamese language is an advantage.
• High level of responsibility.

2. Good to have:

• Professional collection certifications.
• International experience is an advantage.