Head of Collections
Location: Bangkok
Responsibilities
- 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.
Qualifications:
- 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.
