Collections Center Director

[DIRECTLY SUPERVISES]

- 9 Department Heads of below functions: Early Call, Late Call, Field, Third Party Pre-Charge Off , Third Party Post-Charge Off, Credit Card Early Call, Credit Card Late Call & Field, Collections Strategy & Analysis, Collections Operations

[OBJECTIVES]

Collections Center Director is responsible for
- The overall leadership and direction of Collections Center
- Develop and implement Collection Strategy, Collections Systems and Recovery Operations; oversee all Collections operational and servicing areas
- Lead relationship with partners, external vendors and internal; direct strategy and operational teams to maximize recovery efficiency and achieve VPBFC’s objectives, achieve both quantitative collections targets & qualitative customer services objectives

[COMMUNICATION]

1. Internal (within VPB FC): Internal Departments within Collections Cente, Internal Departments within VPB FC
- Cooperate with Head of Departments of Collections Center to build and track Collection plans & performance
- Provide and receive information from other Managers to make sure Collection strategies, policies, procedures are developed and implemented effectively
- Build, track & improve collections plans, policies & procedures, performance
- Improve process & system, working tools for better efficiency
2. External (outside VPB FC): External Collections agencies, Vendors
- Achieving maximum result in Target achievement.

[KEY RESPONSIBILITIES]

*Planning/ Budgeting
- Drive strategic vision for Collections strategy and Operations teams; create objectives for the development and implementation of a strong collections and recoveries program.
- Develop and lead the implementation of collections strategy and collections plans to ensure all the debts are collected sufficiently & in accordance with VBPFC’s targets
- Monitor financial & analytical collections reports

*Policy/ Procedure
- Provide direction, develop and continuously ensure compliance and efficiency of Collections regulations, policies and procedures

*System/ Processes
- Implement and optimize automation systems and associated with business processes
- Directive of systems & supporting tools for Collections Center

*Operations
-Establish strategy for Collections center; provide insight and decision support; direct and manage center to meet or exceed performance and behavioral expectations; evaluate performance; address complaints and resolve problems from employees
- Support discovery, evaluation, and implementation of key Collections strategies and tools
- Work with CS&A department to analyze reports for financial collection accounts, customers delinquent accounts, credit reports
- Aggressively pursue new ideas, concepts, etc. to deliver improved control, services delivery, collections performance improvement
- Lead meetings with Collections Management level to update and drive collections performance
- Handle escalated issues to ensure all Departments operate sufficiently

*People Management
- Manage work assignment of Department Heads of Collections Center ensuring appropriate work assignment, smoothness and continuity of operations.
- Coach and develop direct reports to ensure efficiency and continuous improvement.

*Reporting
- Closely monitor all Collections rates of company to make sure they are met required level
- Review daily/ weekly/ monthly performance of each region, each Department in order to early detect issue and direct solution on-time
- Monitor periodically reports of all Collections Departments
- Monitor any ad-hoc reports if any
- Analyze reports received from Risk Division to define actions required

- Bachelor Graduated, major: Business Administration or related area is preferred
- At least 10 years’ experiences in collections for Banking- Finance company
- At least 7 years’ experiences in managerial position
- Deep understanding of banking / finance collections policies & processes
- Strong Communication Skill
- Strong Negotiation Skill
- Strong Problem Solving Skill
- Strong Leadership Skill
- Strong Operations management Skill
- Strategic thinking
- Business Acumen
- Fluent in both Vietnamese & English
- Proficiency in Microsoft Office software
- Work under high pressure

- 13th month salary
- 15 - 20 days
- KPI Bonus 3 - 5 month salary

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