Job Description

Serve as the primary point of contact for all outsourced collection partners.
Monitor, evaluate, and manage vendor performance against established KPIs and service level agreements (SLAs).
Conduct regular business reviews with vendors to discuss performance, share feedback, and identify opportunities for improvement.
Manage the allocation of accounts to different agencies based on their performance, specialty, and portfolio segmentation.
Analyze operational data, generate insights, and provide strategic recommendations for continuous improvement.
Collaborate with Quality Assurance and Training teams to align processes with internal standards and improve agent performance.
Lead and support continuous improvement initiatives, including quality enhancement and automation projects.
Implement and refine quality assurance frameworks in alignment with business goals.
Assist in developing and enhancing tools to improve debt tracking and collection efficiency.
Coordinate and lead monthly performance review meetings with OAs.
Perform additional tasks and projects as assigned.
Ensure all outsourced collection activities adhere to federal, state, and local debt collection laws and regulations.
Conduct regular audits of agency practices, including call monitoring and documentation review, to ensure compliance and quality.

Requirements

Bachelor's degree in a related field.
Minimum of 1 year of experience in MIS, reporting, or data analysis.
Background in banking or financial services; experience in collections is a strong advantage.
Proficient in Microsoft Excel or Google Sheets (including Pivot Table, VLOOKUP / XLOOKUP, and VBA).
Familiarity with business intelligence or data visualization tools is preferred.
Strong communication and interpersonal skills for both Thai and English
Excellent analytical, logical thinking, and problem-solving abilities.
Service-oriented mindset with a proactive and positive attitude.
Ability to prioritize tasks effectively and work under pressure in a dynamic environment.
Strong presentation and documentation skills.
Creative thinker committed to continuous learning and process improvement.
Having knowledge about litigation processes or delinquent accounts is a plus.

Outsource Management (Monee)