Operations Manager- Customer Support & Collections

Industry / Sector / Domain

Fintech

Ho Chi Minh City, Vietnam

5-8 years

Asia’s first credit line – has already changed the way Credit is viewed and consumed.

The individual will be primary responsible for customer support & collections.
Reach out to the customer at every step that the customer needs assistance and hand-holding.
This would mean calling, meeting and continuous problem-solving to ensure the customer moves through the process seamlessly.
Build a model and an organizational structure of how the various calling teams and customer outreach would need to operate.
Generate customer insights from this process to feed it back into the product.
100% – No compromise on customer experience.
Reduce seat cost by removing the sourcing agency and hiring in-house team to carry out credit operations and KYC verifications.
Devise and implement operational process and rules of automation with Product and Tech teams to drive metrics and reach goals.
Leading and implementing the management of key controls and support in the maintenance of the business continuity plans
Acting as an internal consultant to enable and inform effective standards, processes and controls

5 years+ experience in successfully managing customer support operations in a banking setup.
Understanding of the Vietnam fintech and ecommerce ecosystem.
Quick with data analysis, handy on excel and with a natural flair for team management.
Ability to translate partners’ needs into a complete solution.
Proven experience collaborating with a diverse stakeholders and partners to realise commercial outcomes.
A strategic thinker yet focused on execution; able to roll up your sleeves to get things done.
Significant commercial awareness and adept at prioritizing most impactful tasks/projects.
Excellent verbal and written communication skills. Humble yet confident, with good self- awareness.
High energy & ability to adapt & thrive in a fast-changing environment. Understand business goals & align them to the channels.

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