Head of Tele-Calling (Collections & Recovery) at Aplus · Phnom Penh

Industry: Banking

Job Summary Our client, one of the leading commercial banks, is seeking a highly experienced and strategic professional to lead its Tele-Calling (Collections & Recovery) function. This role is critical in strengthening early-stage recovery effectiveness, improving roll-rate control, and driving customer engagement strategies across pre-delinquency, early delinquency, and soft recovery stages.

The Head of Tele-Calling (Collections & Recovery) will oversee the end-to-end management of tele-collections operations, including recovery performance, customer contact strategy, compliance governance, analytics, and team productivity. The role will play a critical part in improving cure rates, reducing delinquency migration, and supporting the Bank's overall asset quality objectives.

The successful candidate will lead a disciplined, data-driven collections team while ensuring strong customer treatment standards, operational efficiency, and alignment with the Bank's recovery and credit risk strategies. 

Main Responsibilities:

Tele-Collections Strategy & Operating Model

• Develop and implement tele-calling strategies for:

  • Pre-due reminders
  • Early delinquency management
  • Soft recovery activities across Retail & Business Banking portfolios

• Define segmentation strategies based on:

  • Product type
  • Risk profile
  • DPD bucket

• Ensure effective escalation and handover to Field Collections or Legal teams where necessary.

Recovery Performance & Call Effectiveness

• Improve cure rates and payment conversion performance.
• Reduce roll-rates into higher delinquency buckets.
• Optimize call cadence, collection scripts, and negotiation approaches.
• Strengthen follow-up discipline and resolution tracking processes.

Governance, Conduct & Compliance

• Ensure compliance with:

  • Internal collections policies
  • Regulatory requirements
  • Consumer protection and fair treatment standards

• Implement call monitoring, QA controls, and escalation management.

• Manage conduct risk and maintain professional customer engagement standards.

Analytics, MIS & Portfolio Monitoring

• Monitor and analyze key collection KPIs including:

  • Cure rates
  • Recovery efficiency
  • Roll-rates
  • Contactability ratios
  • Promise-to-pay performance

• Collaborate with Risk and Analytics teams to enhance:

  • Early warning indicators
  • Customer segmentation strategies
  • Portfolio monitoring frameworks

Team Leadership & Productivity Management

• Lead and manage tele-calling and recovery teams.
• Establish performance targets, scorecards, and incentive structures.
• Conduct coaching and training on negotiation techniques, compliance, and customer handling.
• Monitor productivity, attendance, and overall call quality standards.

Main Requirements:

• Bachelor's degree in Business, Finance, Banking, Management, or related field.

• Minimum 10–15 years of experience in collections, recovery, or tele-collections within the banking industry.

• Strong understanding of:

  • Delinquency management
  • Roll-rate control
  • Collections operations
  • Customer engagement strategies

• Proven experience managing large tele-calling or collections teams.

• Strong analytical, operational, and execution capabilities.

• Good understanding of collections compliance and regulatory requirements.

• Excellent communication, leadership, and stakeholder management skills.

• Experience in the Cambodian banking market is highly preferred.

Key Success Indicators

• Improved early-stage cure rates and recovery effectiveness.
• Reduced delinquency migration into higher DPD buckets.
• Increased payment conversion and promise-to-pay adherence rates.
• Strong compliance, conduct, and customer treatment outcomes.
• Improved tele-calling productivity and operational efficiency.