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Job Description

Policy/ Procedure

  • Ensure the call operations of all team activities in accordance with the approved regulations, policies and procedures;
  • Build, develop and continuously ensuring efficiency of Collections regulations, policies and procedures;
  • Ensure the governance of Early Call Collections Unit activities in accordance with the approved regulations, policies and procedures;

System/ Processes

  • Participate in development of systems & supporting tools for Early Call Collections Unit
  • Work closely with related departments for smooth call system

Operations

  • Manage Early Call Collections Unit in daily activities included Target, performance, violation, … to achieve target
  • Distribute of responsibilities between Team Leader  in accordance with their duties, targets and tasks.
  • Monthly evaluation of Early Call Collections Team performance and improve efficiency of Collections activities.
  • Ensure daily/ weekly/ monthly target achievement for allocated portfolio .
  • Develop & execute new strategies based on Head of Early Collections direction when required.
  • Develop sophisticated perspective on most effective collection based on different customer segments, bucket, etc.
  • Statistical, analysis, evaluation quantity of call center and proposal the training courses to improve employees skill
  • Immediately recognize any cases which have fraud and report them to the Head of Early Collection
  • Coordinate with related teams to solve any problem when required  
  •  Follow up the trouble cases such as doubtful debt, bad debt & report them to Head of Early Collection to get on time solution  
  • Build up and maintain relationship within related departments
  • Undertake other assigned tasks when required

People Management

  • Monitor Early Collection unit in term of recruiting, training as well as promoting their sprits to help the team to achieve maximum efficiency
  •  In charge of giving orientation and training necessary for Team leaders
  • Timely motivate and have action plans to push up performance for weak teams

Reporting

  • Periodical performance and headcount report
  • Report on IT, allocation issues
  • Exception report on Collections issues

Job Requirement

Education

Bachelor Graduate, major: Business Administration or related area

Experience

  • At least 5-6 years’ working experiences in Collections for Finance -Banking institutions. 1-2 years in managerial position
  • Deep understanding of banking collection policies & process

Skills

  • Communication Skills
  • Negotiation Skills
  • Problem Solving Skills
  • Time Management Skills
  • Leadership Skills
  • Training/ Coaching Skills
  • Business Acumen
  • Logical thinking
  • Attention to details
  • Fluent in both Vietnamese & English
  • Proficiency in Microsoft Office software
  • Work under high pressure

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