Operations Manager- Customer Support & Collections

Industry / Sector / Domain

Fintech

Location

Ho Chi Minh City, Vietnam

Experience Range

5-8 years

Company Profile

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

Job Profile

  • 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

Candidate Profile:

  • 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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