Responsible for managing operation, enhancing performance of Card & Unsecured Field Collection. Oversees risk control and ensure team compliance with processes & regulations . Organizes and supervises early collection strategies to ensure effective debt recovery.
1. Field Collection Performance (20%)
- Achieve recovery targets through effective field-based collection efforts.
- Track performance metrics to evaluate field collection effectiveness.
- Allocate collection visits to maximize recovery efficiency and coverage.
2. Operational Efficiency (20%)
- Optimize workflows for field collection operations to reduce time and costs.
- Use mobile apps or AI tools for tracking and managing field collections.
- Create and update guidelines for consistent and compliant field collections.
3. Risk and Compliance Management (20%)
- Align field collection activities with VIB, SBV, and legal standards.
- Monitor and address risks in field collection processes.
- Safeguard customer data during field collection interactions.
4. Customer Experience (20%)
- Improve customer satisfaction during field collection visits.
- Address customer inquiries promptly during field visits.
- Gather customer feedback to refine field collection processes.
5. People Management (20% )
- Build a highly capable team, providing coaching and training to excel in assigned tasks
- Set and monitor performance goals to ensure accountability and productivity
- Foster a positive and collaborative work environment to encourage team engagement
University graduate or higher, preferably with a major in Finance, Banking, Economics, or Law;
At least 5 years of experience in debt collection or settlement in financial institution / banking sector, and at least 3 years in supervisor/Team leader role in Field debt collection;
Experience in change management to ensure continuous improvement and achievement in collection goals;
Strong negotiation, interpersonal and good communication skills; good critical thinking skills & problem solving ability, ability manage a team; leadership skill;
Intermediate English communication skill;