Head of Tele-Collections

ACG3444JOB

Our client is a bank that is looking for a qualified candidate to join their firm.

Overview

• Ensure professional and effective debt collection operations by executing defined strategies optimizing resource utilization (people systems) and balancing recovery performance with the reputation and interests of both the debt owner and the company.
  

• Develop high-quality human resources through training and coaching programs.
  

• Build and promote organizational culture aligned with company values.
  

• Enhance collection efficiency by collaborating with relevant stakeholders to develop and refine policies procedures and processes in compliance with legal and business requirements.
  

• Contribute to improving credit operations by providing feedback on issues identified during debt collection (e.g. underwriting disbursement).
  

1. Organizational Management

• Develop and execute operational plans for the department.
  

• Manage and allocate human resources effectively to meet collection demands.
  

• Ensure compliance with internal policies procedures and guidelines.
  

• Take full accountability for department performance and results.
  

• Advise senior management on process improvements and operational efficiency.
  

2. Core Responsibilities

Debt Collection Operations Management

• Develop and manage execution plans for tele-collections activities.
  

• Oversee call strategies scripts and operational approaches to ensure achievement of assigned KPIs.
  

• Support and guide team members during daily operations.
  

Risk Mitigation Management

• Oversee evaluation and approval of customer risk mitigation solutions within delegated authority.
  

• Ensure proper implementation of approved solutions.
  

Fraud Detection & Handling

• Manage identification and reporting of suspected fraud cases during collection activities.
  

• Coordinate with relevant stakeholders to provide information and handle customer cases.
  

Policy & Process Improvement

• Participate in developing and refining collection policies procedures and operational frameworks.
  

• Provide input on improvements to unsecured loan collection processes.
  

3. People Management

• Attract develop and retain talent aligned with company culture.
  

• Communicate KPIs goals and expectations clearly to team members.
  

• Manage performance and provide regular feedback.
  

• Coach and develop team members through training and mentoring.
  

• Motivate and recognize team contributions.
  

• Drive team engagement and uphold company culture.
  

Requirements

Education

• Bachelors degree or higher.
  

Experience

• Minimum 3 years of experience in debt collection.
  

• At least 3 years of management experience.
  

Professional Knowledge

• Strong understanding of Vietnamese legal regulations related to debt collection.
  

• Good knowledge of financial/credit products.
  

• Solid expertise in debt collection operations and processes.
  

Core Competencies

• Customer Analysis: Ability to gather and analyze customer information to assess financial capability repayment capacity and behavior.
  

• Legal Knowledge: Strong ability to interpret and apply legal regulations in debt collection practices.
  

• Collection Process Expertise: Deep understanding of collection workflows and ability to improve processes and tools.
  

• Communication Skills: Strong presentation and influencing skills including handling complex discussions confidently.
  

• Negotiation & Influence: Ability to negotiate effectively and influence stakeholders using data and business insights.
  

• Problem-Solving: Strong analytical mindset with the ability to resolve complex issues systematically.
  

Leadership Competencies

• Strategic thinking
  

• Change and innovation mindset
  

• Team collaboration
  

• Talent development
  

• Results-oriented mindset
  

Personal Attributes

• Integrity and humility
  

• Resilience adaptability and emotional control
  

• High commitment and ability to work under pressure
  

• Strong persuasion and progressive mindset
  

Contact: Huong Do