Head of Call Collection (Credit Management Services)

Company Description
FLOW is a one-stop, digital credit management company with the mission to promote ethical and responsible collection in Asia, through customer-centric operational processes integrated with artificial intelligence technologies.
We work with global banks, multi-financial institutions, and enterprise companies to recover millions effectively. We understand the challenges both our clients and consumers face when it comes to debt collection and provide support at every stage of the collection lifecycle.
Backed by DEG, SIG, and Integra Partners, FLOW is a leader in ethical, digital collections in Asia, disrupting a multibillion-dollar global industry in non-performing consumer loans. Headquartered in Singapore, we also have offices in the emerging markets of India, Indonesia, and Vietnam.
Job Description
Core Responsibilities
Lead, manage, and control the CMS call center teams across our operating countries in the APAC region,
Motivate and develop the middle managers (supervisors and team leaders) to build up their people management capabilities and guide their executional efficiency,
Coordinate with other departments to address capacity gaps, partner requirements, and assist in the management of external vendors (providing support and control to our admin team).
Analyze relevant collection and operational metrics to manage CMS efficiency improvement end-to-end,
Initiate and coordinate initiatives for strategy improvements for CMS to ensure the timely delivery of said initiatives and the optimization of gross margins,
Manage business processes development and improvement in CMS,
Represent the OPS department in communications with CMS partners, if required.
Qualifications
Qualifications & Skills
At least 8 years of experience in managing operations in a collection or call center environment in an Asian market (international / regional experience would be an advantage),
Possesses a bachelor's degree in business / commerce, science, engineering, or equivalent,
Prior experience in managing operations across multiple countries would be a huge advantage,
Excellent people management and leadership skills,
Strong written and verbal communication skills,
High level of responsibility and self-motivation,
Fluent and proficient in the English language,
Additional linguistic proficiency in Vietnamese or Bahasa would be a plus.
Additional Information
Salary & Benefits
You will get the opportunity to work in a dynamic start-up environment to grow and develop your skills.
24 days of annual leave,
13th month salary,
Annual bonus tied to KPI fulfillment,
Health insurance,
Well-furnished and modern office in Ho Chi Minh City,
Training and development programs for continuous learning,
Ability to make flexible work arrangements or conduct remote work,
A meaningful career to better the lives of others,
Opportunities to advance your career horizontally and vertically.
Our Values
We believe that our core values are essential for cultivating a cohesive and high-performing work environment in the company. More importantly, our values reflect our vision of the community that we are striving to foster.
Ethical
Understanding the importance of our communities through responsible and moral decisions and actions.
Innovation
Seeking and applying new ideas to ensure efficiency, quality, and the readiness to address current and future needs.
Integrity
Being truthful, sincere, and free of deceit in our words, actions, and all business dealings.
Teamwork
Respecting the people in our team and our common goals by ensuring the cultivation of a collaborative and vibrant environment.
Humility
Remaining grounded to reality regardless of our statuses to recognize the strengths and potential of others.