Van Phan Email & Phone Number

Ho Chi Minh City, Vietnam

- Managing team: responsible for predue & overdue debt including Call and Field visit- Strategic Planning: Developing and implementing strategies to maximize collections efficiency while minimizing cost.-Team Management: Leading a team of collection agents or specialists, providing guidance, training, and support to control NPL and overdue are met the target.- Performance Monitoring: Monitoring collection activities, analyzing performance metrics, and implementing improvements to enhance effectiveness.- Risk Assessment: Assessing credit risk and establishing policies and procedures to mitigate risk exposure.- Compliance: Ensuring compliance with relevant laws and regulations governing debt collection practices.- Negotiation: Handling escalated customer accounts, negotiating payment arrangements, and resolving disputes.- Technology Integration: Leveraging technology and data analytics to streamline collection processes and improve decision-making.- Reporting: Generating regular reports on collection performance, presenting findings to Head of division, and recommending strategies for improvement.- People development: creating activities such as training, coaching, mentoring, feedback, and career development initiatives aimed to support staff reach their full potential and contribute effectively to the collection goals.- Continuous Improvement: Staying informed about industry trends and best practices, and proactively identifying opportunities for process optimization and innovation.

Vietnam

• Responsible for managing collection result including pre due bucket from -15 DPD to 0 DPD, overdue bucket from 1 DPD to 360+ DPD.• Develop and enhance the collection process to optimize the headcount.• Increase the productivities and ensure the effectiveness of collection.• Build and control the incentive scheme which must be appropriate for each bucket DPD and match with the budget target.• Work with IT to develop the system which is more convenient for collection working.• Plan headcount and work with HR for hiring people on track with the plan.• Build the training document to develop staff skill.• Control the quality of calling & visiting to minimize the complaint rate.• Build report to monitor closely on daily, weekly, monthly of collection result

2 Hong Ha P2 Tan Binh

In charge 4 groups from bucket 1 to bucket 4 (1dpd to 120 dpd) including 5 Supervisors and 25 Team LeadersResponsible for collection Call center (CCC) effectiveness and ensure all operations of CCC run efficiently and smoothly.• System:- Detect inadequacies in the system that impact to productivities.- Contribute ideas to develop and improve the system aim to optimize collection efficiency.• Performance management:- Set up monthly KPI & bonus coefficient which accordance with each bucket and budget.- Set up appropriate daily target for each group to optimize the productivity- Build job description of daily, weekly, monthly for Team Leaders and Supervisors to ensure they work in track with their duty to deliver the most effective result.- Evaluate performance of Team Leaders and Supervisor by weekly, monthly to improve result timely.- Propose strategies and solutions in time when there are changes which impact to collection result.- Propose contest program in the right time to motivate staff to promote performance. • Plan Headcount:- Work with Analyst to predict the call list and headcount needed to make sure there are always enough people to cover the call list daily.- Plan for recruitment or hire outsource once headcount is insufficient.• Call script & Quality controller call (QC):- Adjust the Call script periodically to improve collection effectiveness and adapt in time with changes relating to customer behavior, regulation, market trend, …- Cooperate with QC team to control the quality of call and minimize the complaint.• Procedure:- Cooperate with process team to build / improve /update all procedures in accordance to regulations and collection efficiency- Ensure all staffs compliance with procedures.• Report:- Work frequently with analyst to build and develop reports relevant to Collection to ensure management team have adequate tools to monitor performance daily, weekly, monthly • People development and engagement