Head of Tele-Calling

Industry: Banking

Job Summary

Our client is an International Commercial Bank seeking a highly experienced and strategic professional to lead its Tele-Calling (Collections & Recovery) function. The role is responsible for strengthening early-stage collections effectiveness improving roll-rate control and enhancing customer engagement strategies across pre-delinquency early delinquency and soft recovery stages.

The Head of Tele-Calling (Collections & Recovery) will oversee the end-to-end management of tele-collections operations including recovery performance customer contact strategy compliance governance analytics and team productivity. The role will play a critical part in improving cure rates reducing delinquency migration and supporting the Banks overall asset quality objectives.

• Develop and implement tele-calling strategies for:
  • Pre-due reminders
  • Early delinquency management
  • Soft recovery activities across Retail & Business Banking portfolios
• Define segmentation strategies based on:
  • Product type
  • Risk profile
  • DPD bucket
• Ensure effective escalation and handover to Field Collections or Legal teams where necessary.

• Improve cure rates and payment conversion performance.
• Reduce roll-rates into higher delinquency buckets.
• Optimize call cadence collection scripts and negotiation approaches.
• Strengthen follow-up discipline and resolution tracking processes.

• Ensure compliance with:
  • Internal collections policies
  • Regulatory requirements
  • Consumer protection and fair treatment standards
• Implement call monitoring QA controls and escalation management.
• Manage conduct risk and maintain professional customer engagement standards.

• Monitor and analyze key collection KPIs including:
  • Cure rates
  • Recovery efficiency
  • Roll-rates
  • Contactability ratios
  • Promise-to-pay performance
• Collaborate with Risk and Analytics teams to enhance:
  • Early warning indicators
  • Customer segmentation strategies
  • Portfolio monitoring frameworks

• Lead and manage tele-calling and recovery teams.
• Establish performance targets scorecards and incentive structures.
• Conduct coaching and training on negotiation techniques compliance and customer handling.
• Monitor productivity attendance and overall call quality standards.

• Bachelors degree in Business Finance Banking Management or related field.
• Minimum 1015 years of experience in collections recovery or tele-collections within the banking industry.
• Strong understanding of:
  • Delinquency management
  • Roll-rate control
  • Collections operations
  • Customer engagement strategies
• Proven experience managing large tele-calling or collections teams.
• Strong analytical operational and execution capabilities.
• Good understanding of collections compliance and regulatory requirements.
• Excellent communication leadership and stakeholder management skills.
• Experience in the Cambodian banking market is highly preferred.

• Improved early-stage cure rates and recovery effectiveness.
• Reduced delinquency migration into higher DPD buckets.
• Increased payment conversion and promise-to-pay adherence rates.
• Strong compliance conduct and customer treatment outcomes.
• Improved tele-calling productivity and operational efficiency.