Predue Team Head (Early Collection)

I. Job Summary

This role has main responsibilities that lead team to achieve monthly required target which effectively contribute to Shinhan Finance’s (SVFC) bounce rate expectation and comply with SVFC core values. Ensure Predue operations is smoothly run time to time.

II. Key Roles & Responsibilities

1. Manage Pre-Due Team’s (60%):

• Key responsibilities and duties include, but are not limited to duties as set forth as below:

₋ Ensure team/ individual staffs reach Pre-due monthly target

₋ Ensure daily performance are run as given working plan

₋ Ensure team interaction with customers complying with calling scripts, calling processes, and SVFC’s regulations.

₋ Consecutively follow team performance to propose and implement actions timely and effectively.

₋ Propose achievable target for team/ individual staffs to meet SVFC expectations on monthly basis.

• Review and control valid complaint cases raised by other departments regarding Predue staffs.

• In charge of all Predue reports to make sure everything is on track and suggest respective action plans.

• Build up friendly and enjoyable working environment with willing-to-do spirit.

• Schedule Team meeting periodically to be aware of all internal activities and issues to advise proper solutions on time.

• Assist BRM Department Head to build up strategy for Predue to improve their performance and company bounce rate.

2. Training & Support (30%):

• Recruit, train, coach and build up development plan for Predue staffs.

• Review and modify all Predue processes such as hiring process, training material, training plan, working plan, working process, and ensure they are frequently updated.

3. Others (10%):

• Perform excellent administrative tasks: team’s equipment management, document management, and maintaining a clean environment for all team.

• Other tasks are assigned by BRM Department Head and/or Operations Division Head

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

• At least 3 years of work experience as Supervisor, Team Leader Collection, Call Center, Customer Service is preferable

• Performance management

• Driven target achievement & Target and scheme proposal

• Retail banking and consumer finance

• Efficiency process improvement

• Customers' repayment behavior

• Vietnameses - English_ Intermediate

• 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

• Oriented customer mindset

• Carefulness, perseverance, motivation and self-motivation

• Problem solving, conflict management.

• Pressure management.

• Coaching, training, mentoring, interview skill