Job Description

Location Hà Nội

General Description

The role involves proactively leading debt collection activities for Retail, SME, and Corporate sectors at the largest private bank and financial group in Vietnam. The individual will drive day-to-day operations, optimize processes, and lead the teams to achieve the highest industry standards.

Main Responsibilities

• Operations Oversee and develop day-to-day debt collection operations, including call centers, field visits, skip-tracing, legal recoveries, enforcements, and collateral sales.
• Team Building Recruit, build, and develop high-performing teams, fostering a culture of excellence and adhering to industry best practices.
• Strategy Development Design and implement collection strategies based on customer behavior, run champion-challenger initiatives, and provide feedback from the field to refine and improve strategies.
• Analytics Collaborate with collection metrics to continuously assess and improve processes and performance.
• Efficiency Improvement Drive the cost-of-collection/recovery ratio improvements and create motivation systems tailored to teams across different collection stages.
• Innovation Leadership Lead the adoption and implementation of new technologies, including Robotics, ANI, GenAI, and social network profiling.
• Product Optimization Manage and optimize collection products targeting distressed customers, covering both Retail Banking (RB) and SME segments, including unsecured and secured products such as cards, mortgages, and business loans.
• Content Development Develop comprehensive collection procedures, policies, and necessary documents.
• UX/UI Improvement Lead initiatives to enhance the customer experience during repayments and ensure ethical communication practices.
• Collection Stage Coverage Manage end-to-end collection processes from early to late stages.
• Cross-Departmental Partnerships Serve as a key business partner for Retail/SME/Corporate business lines, Risk Management, Finance, HR, IT, BI, and Operations.

Must-Have Qualifications

• Bachelors degree (Masters preferred) in Business, Statistics, Economics, or related field.
• Minimum of 5 years of management experience in debt collections or recoveries within banks or financial institutions.
• Proven experience managing teams of 500+ FTEs.
• Strong people management, leadership, and mentoring skills.
• Experience with Collection and telecom software, as well as PDS, sim-gateways, robotics, generative AI/ANI.
• Strong business partnering skills with the ability to collaborate across departments.
• Excellent written, verbal, and presentation skills.
• Fluent in English; Vietnamese is a plus.
• High sense of responsibility and accountability.

Good to Have

• Professional collection certifications.
• International experience is a plus.