OBJECTIVES

• Monitor, analyze and control collections performance by segment, channel and strategy
• Ensure effective campaign execution, allocation and system operations aligned with approved strategies
• Identify abnormalities and propose performance improvement actions based on data analysis

COMMUNICATION

• Internal: Coordinate with relevant functional units to support and implement strategy-related initiatives. Provide performance reports and analysis. Cooperate with IT in technical implementation. Execute tasks to support system operation activities of Center.
• External: Supervised and work with vendors who providing services. Manage system performance, cooperate in technical implementation.

KEY RESPONSIBILITIES

• Monitor, analyze and evaluate collections performance on a daily/weekly/monthly basis across segments, channels and strategies; identify trends and detect abnormalities to support management decisions
• Conduct root cause analysis and evaluate effectiveness of collection strategies, campaigns, IVR and pilot programs; propose performance improvement initiatives
• Validate, reconcile and control performance data quality across systems to ensure accuracy and consistency for management reporting
• Configure, operate and control worklist, allocation logic and channel mix; ensuring execution aligns with approved strategies
• Monitor, identify and resolve system configuration issues or strategy execution deviations; coordinate with relevant teams for timely adjustments
• Collaborate with IT, Data and Operations teams to test, deploy and enhance systems to improve operational efficiency and support strategy execution
• Support development of reports, dashboards and provide insights for management and performance control
• Undertake other tasks as assigned by Line Manager

REQUIREMENTS

• Education: Bachelor's degree or above, majoring in Business Administration, Banking, Finance, Economics or related fields
• Experience: Minimum 03-05 years of experience in data analysis, reporting or collections system operations. Experience in monitoring performance and executing collection campaigns. Experience in banking or consumer finance is preferred.
• Skills: Strong data analysis skills (Excel, SQL). Reporting and dashboard development skills. Strong analytical and problem-solving skills. Strong organizational and prioritization skills. Strong communication and cross-functional collaboration.
• Other requirements: Accuracy and detail. Honesty, high responsibility. Ability to work under high pressure and multiple tasks.