Head of Collections - Financial Services

Location Thailand
Discipline Banking and Finance
Job reference BBBH46144_1710062441
Salary Negotiable
Job startdate ASAP
Consultant email [email protected]

Head of Collections
Location: Bangkok

  • Oversee day-to-day operations of Collections, focusing on early-stage collections, late-stage collections, third-party recovery, debt restructuring, and debt sale.
  • Manage the overall aspects of the Collection Management Department to ensure operational processes and activities meet targets, goals, and KPIs, controlling delinquency levels.
  • Lead and develop Collection operations to accommodate business growth.
  • Control portfolio delinquency performance, NPL ratio, and net credit loss.
  • Supervise collectors and field collectors to meet collection targets and goals.
  • Coordinate with outsource agencies to handle delinquent accounts, NPL, and litigation.
  • Manage compliance issues and recommend process changes to meet requirements.
  • Maximize staff productivity through metrics and effective workforce management.
  • Provide regular loan performance feedback to executives.
  • Evaluate dialer systems, technologies, and procedural requirements for account servicing areas.
  • Make recommendations to improve operational efficiency, workflow, processes, and procedures.
  • Focus on department engagement and development to reduce turnover rate.
  • Collaborate with internal and external parties on collection management issues.
  • Prepare executive reports and proposals for top management.
  • Understand loan loss provisions based on IFRS 9 and promote collection activities to reduce provisions.
  • Deep understanding of collection law and related regulations, ensuring collection practices adhere to legal requirements.
  • Guide customers to normal transactions and build relationships and trust.


  • Bachelor's degree or higher in business administration, economics, accounting, or finance.
  • Minimum 15 years of leadership experience in a high-volume Collection environment.
  • 10 years of collections/recovery experience for unsecured loan portfolios or consumer credit cards, including leading managers, supervisors, and staff.
  • Technical proficiency in Collection tools such as telephony, email, chat, customer feedback, workforce management, scheduling and forecasting, and capacity planning.
  • Strong workforce management skills to oversee a large Collection team.
  • Extensive experience in Collection metric analysis.
  • Demonstrated leadership in employee development and process improvement.
  • Strong communication skills to collaborate effectively with various leadership levels and departments.
  • Ability to earn trust from superiors and subordinates, responsive to change, flexible, and able to cope with pressure.
  • Proficiency in both Thai and English languages, both spoken and written.