AVP, Team Lead, Recovery and Vendor Management
On-siteEast, Sichuan, People’s Republic of China
Job Summary
Lead and manage a high-performing team of telecalling agents to maximize recoveries from written-off portfolios and minimize credit losses. Monitor and drive individual and team performance against defined Key Performance Indicators (KPIs) and assigned management targets. Provide continuous coaching, mentoring, and comprehensive training to enhance call quality, negotiation skills, and regulatory compliance. Conduct regular team meetings and performance reviews to implement development plans and elevate staff capabilities. Leverage data and analytics to derive insights, driving operational efficiency and process improvements across collection activities. Champion continuous improvement by adopting Agile methodologies, digital innovation, and automation within the recovery lifecycle. Effectively handle escalations and complaints, providing remedial solutions such as payment proposals or initiating legal actions where necessary. Ensure rigorous adherence to all established collection guidelines, processes, and regulatory/statutory compliance requirements. Serve as the liaison for recovery-related communications with senior management, executives, internal stakeholders, and external parties.
Required Qualifications
- Degree or Diploma in any related field
- 5–8 years of relevant experience in collections
- Required experience in supervisory or team leadership role
- In-depth knowledge of collection strategies, processes, best practices
- In-depth knowledge of litigation process for unsecured products
- In-depth knowledge of the collections cycle
- Excellent analytical and decision-making skills
- Ability to analyze data and make informed decisions
- Ability to manage pressure and make sound decisions in fast-paced environments
- High degree of team spirit and professionalism
- Ability to co-operate in a harmonious and productive manner with team member and stakeholder
- Familiarity with relevant regulatory frameworks and guidelines in the financial services sector
- Strong leadership, management, and team motivation skills
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