Associate, CS PMO

CS Process Excellence & Operational Readiness
Build and maintain CS processes, SOPs, process flows, and agent guidelines for new Credit products, features, policies, and operational flows.
Partner with Product, System Ops. CX, Risk, and other stakeholders to ensure CS operational readiness before new launches.
Review existing processes to identify pain points, inefficiencies, operational risks, and customer experience gaps.
Analyze root causes and data insights to recommend practical and scalable process improvements.
Ensure appropriate control points are in place for quality and risk management.
Innovative CS Project Management
Proactively identify and drive projects to improve CS operational efficiency, customer experience, and service quality across Credit CS.
Explore and implement AI, bots, automation, and other innovative solutions to simplify processes, reduce manual work, and enhance CS productivity.
Manage improvement projects end-to-end, from problem identification, root-cause analysis, and solution design to implementation and post-launch evaluation.
Training & Quality Assurance
Develop training materials and conduct training for Credit CS teams on new or updated products, new features and processes.
Monitor performance and ensure new processes are properly adopted and executed by CS agents.
Conduct frequent QA checks to identify process adherence and execution gaps.
Use training and QA findings to continuously improve processes, SOPs, and frontline guidance.
Other tasks assigned by the team leader.
Must have
A minimum of 2-3 years of experience in CS Strategy/PMO, Process Excellence, Operations Excellence, Project Management, or similar roles; fintech/e-commerce experience is a plus.
Strong process-thinking, analytical, problem-solving, and project management skills.
Bachelor's degree in Finance, Banking, Marketing, Business Administration, or a related field.
Experience in building SOPs/processes and preferably delivering training or conducting QA.
Strong stakeholder management and communication skills.
Comfortable working with Excel/Google Sheets and process-mapping tools such as Lucidchart, [protected info], or similar.
Strong critical and logical thinking skills, along with the ability to solve complex problems.
Flexibility in addressing challenges and maintaining composure under pressure.
Excellent communication skills in both English and Vietnamese (verbal and written).
Nice to have
A positive, team-oriented attitude with integrity, responsibility, and a can-do mindset.
A background in Finance/Banking, with knowledge or experience in credit, banking operations, transactions, and order processing.
Strong interest in AI, automation, bots, and emerging technologies, with the ability to identify practical use cases for CS operations.
Proficiency in using data analysis tools such as SQL and Excel to support decision-making.
A fast learner who is detail-oriented and meticulous in completing tasks.
Comfortable managing multiple priorities in a fast-paced environment.
The Monee Credit team enables and drives innovations by providing a range of financial products and services to individuals and SMEs across the country. Join us and be the driving force in launching our business across Vietnam.