SeaMoney is a part of Sea Group, a leading global consumer internet company. SeaMoney's mission is to better the lives of individuals and businesses in our region with financial services through technology. SeaMoney's offerings include mobile wallet services, payment processing, credit offerings, and related digital financial services and products. These are available in seven markets across Southeast Asia and Taiwan under various brands, including ShopeePay, SPayLater, and other brands.
Job Description:Team Leadership: Provide direction, mentorship, and support to the collections and customer service teams to ensure high performance and professional growth.
Strategic Planning: Develop and implement strategies to enhance collections efficiency and customer service excellence.
Performance Management: Set performance targets, monitor key metrics, and conduct regular performance reviews with team members.
Collections Strategy: Design and execute effective collections strategies to minimize overdue accounts and enhance recovery rates.
Policy Implementation: Ensure adherence to collections policies and procedures, updating them as necessary to reflect industry best practices and regulatory requirements.
Risk Assessment: Identify and mitigate risks associated with collections activities, implementing measures to safeguard against potential losses.
Debt Recovery: Oversee debt recovery processes, including negotiations, settlements, and legal actions, to maximize recovery of outstanding amounts.
Reporting: Generate regular reports on collections performance, providing insights and recommendations to senior management.
Service Quality: Ensure the delivery of exceptional customer service, addressing and resolving customer complaints promptly and effectively.
Process Improvement: Continuously assess and improve customer service processes to enhance efficiency and customer satisfaction.
Training and Development: Implement training programs to equip customer service staff with the necessary skills and knowledge to perform their roles effectively.
Customer Feedback: Collect and analyze customer feedback to identify areas for improvement and implement corrective actions.
Regulatory Compliance: Ensure all collections and customer service activities comply with relevant laws, regulations, and industry standards.
Internal Controls: Establish and maintain robust internal controls to safeguard company assets and ensure operational integrity.
Audit Coordination: Work with internal and external auditors to facilitate audits and ensure compliance with audit recommendations.
Internal Collaboration: Collaborate with other departments, such as Finance, Legal, and Risk Management, to support overall business objectives.
External Partnerships: Manage relationships with external agencies, vendors, and partners involved in collections and customer service activities.
Technology Integration: Leverage technology and data analytics to enhance collections and customer service operations.
Innovation: Identify and implement innovative solutions to improve efficiency and effectiveness in collections and customer service.
Budget Management: Develop and manage the budget for collections and customer service departments, ensuring cost-effective operations.
Cost Control: Implement measures to control and reduce operational costs without compromising service quality.
Performance Metrics: Establish and monitor key performance indicators (KPIs) for collections and customer service teams.
Data Analysis: Analyze operational data to identify trends, gaps, and opportunities for improvement.
Issue Resolution: Lead the resolution of escalated issues and crises, ensuring minimal disruption to operations and maintaining customer trust.
Contingency Planning: Develop and implement contingency plans to address potential operational disruptions and maintain business continuity.
Requirements:Education: Bachelor's degree in Business, Finance, Management, or a related field.
Experience: Minimum of 8 years of experience in call centres for collections management, customer service, or a related field, with at least 3 years in a leadership role for a team size of approximately 50.
Regulatory Knowledge: Familiarity with the regulations and guidelines of the Monetary Authority of Singapore (MAS) is essential.
Skills: Strong leadership and management skills, excellent communication and negotiation abilities, and a deep understanding of collections strategies, customer service excellence, and regulatory compliance.
Technical Skills: Proficiency in data analytics, CRM systems, and collections management software.#J-18808-Ljbffr