Head of Debt Collection (Vietnamese and Expat open)

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.