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Job Title:  Predue Team Leader (Trưởng nhóm nhắc phí)

Division:  Customer Operations Division
Department:  Bounce Rate Management Department

Ho Chi Minh, VN


General Information                                                                                     

Job Title                       : Pre-due Team Leader

Division                        : Operations

Department                  : Bounce Rate Management (BRM)

Location                        : Ho Chi Minh City

Report to                      : Pre-due Team head

No. of subordinates       : >15

  1. Job Summary:
  • To provide an excellent monitoring of Team’s activities to ensure Team performance achieve daily/ monthly target.
  • To provide an excellent supporting to Line Manager on team’s performance, and Team’s organization.
  • To give idea on daily works to direct line manager for process/procedure update /improvement (if any)
  1. Key Roles & Responsibilities

1. Manage Pre Due Team’s (60%):

  • Supervise the team’s activities to ensure team/ staffs meet Pre-due target
  • Ensure daily assignments are done within the specified time: Case allocation (regular and bouncing case), consolidate file/ call status and release report to team on time.
  • Hourly generate and update Paid/RF status, productivity report and sent back result to respective staff for further follow up.
  • Handle and solve all related queries, requests, and tickets.  Promptly and accurately reply ticket to related departments within TAT requirement.
  • Provide an excellent training and monitoring for team and new staff to bring them a soonest catch up on daily work with acceptance service level. Performed phone monitoring and random call audits to ensure TCs meet QA criteria
  • Working closely with sub-team to chasing target: working at weekend and staying late to check up productivity/ target requirement after TC’s finished their work (usually 3 days each due and at least 2 Sat/month)

2. Training & Support (30%):

3. Others (10%):

  • Others task which are assigned by Pre-due Team Leader
  1. Job Requirements

1. Qualification

  • College, University graduated is preferable. Probably in Economics, Finance or Banking

2. Work Experience

  • Experience as Team Leader Collection, Call Center, Customer Service is preferable

3. Knowledge

  • SVFC's products and due date
  • Performance management
  • Driven target achievement & Target and scheme proposal
  • Predue workflow & Predue's systems
  • Retail banking and consumer finance
  • Efficiency process improvement
  • Customers' repayment behavior
  • Vietnameses - English_ Intermediate

4. Skills


  • Team management skill (Relationship building; )Agility and adaptability; Employee motivation; …)
  • Good at Computer literature (MS Word, Excel, Power Point...) skill, careful, detail oriented
  • Reporting, data analysis
  • System knowledge
  • Orented customer mindset
  • Carefulness, perseverance, motivation and self motivation
  • Problem solving, conflict management
  • Pressure management
  • Coaching, training, mentoring, interview skill

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