Experience

ATM Online

• Vietnam
• Financial Services
• 1 - 100 Employee

• Collections Manager

  • Aug 2020 - Present

  • Responsible for managing collection result including pre due bucket from -15 DPD to 0 DPD, overdue bucket from 1 DPD to 360+ DPD. • Develop and enhance the collection process to optimize the headcount. • Increase the productivities and ensure the effectiveness of collection. • Build and control the incentive scheme which must be appropriate for each bucket DPD and match with the budget target. • Work with IT to develop the system which is more convenient for collection working. • Plan headcount and work with HR for hiring people on track with the plan. • Build the training document to develop staff skill. • Control the quality of calling & visiting to minimize the complaint rate. • Build report to monitor closely on daily, weekly, monthly of collection result Show less



Home Credit Vietnam

• Vietnam
• Financial Services
• 1 - 100 Employee

• Collection Assistant Manager

  • Oct 2010 - Aug 2020

  In charge 4 groups from bucket 1 to bucket 4 (1dpd to 120 dpd) including 5 Supervisors and 25 Team Leaders Responsible for collection Call center (CCC) effectiveness and ensure all operations of CCC run efficiently and smoothly. • System: - Detect inadequacies in the system that impact to productivities. - Contribute ideas to develop and improve the system aim to optimize collection efficiency. • Performance management: - Set up monthly KPI & bonus coefficient which accordance with each bucket and budget. - Set up appropriate daily target for each group to optimize the productivity - Build job description of daily, weekly, monthly for Team Leaders and Supervisors to ensure they work in track with their duty to deliver the most effective result. - Evaluate performance of Team Leaders and Supervisor by weekly, monthly to improve result timely. - Propose strategies and solutions in time when there are changes which impact to collection result. - Propose contest program in the right time to motivate staff to promote performance. • Plan Headcount: - Work with Analyst to predict the call list and headcount needed to make sure there are always enough people to cover the call list daily. - Plan for recruitment or hire outsource once headcount is insufficient. • Call script & Quality controller call (QC): - Adjust the Call script periodically to improve collection effectiveness and adapt in time with changes relating to customer behavior, regulation, market trend, … - Cooperate with QC team to control the quality of call and minimize the complaint. • Procedure: - Cooperate with process team to build / improve /update all procedures in accordance to regulations and collection efficiency - Ensure all staffs compliance with procedures. • Report: - Work frequently with analyst to build and develop reports relevant to Collection to ensure management team have adequate tools to monitor performance daily, weekly, monthly • People development and engagement Show less