Head of Collection

International Financial Institution

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Key Responsibilities

Strategic Recovery & Portfolio Management

• Formulate, execute, and refine debt recovery strategies for secured (e.g., mortgage, auto) and unsecured (e.g., personal loan, credit card) NPL portfolios.
• Segment distressed assets using data analytics and scoring models to apply optimal recovery channels (Tele-collections, Field Operations, Outsourced Agencies, Legal Action).
• Monitor cash collection targets, recovery yields, and cost-to-collect ratios on a daily, weekly, and monthly basis.
• Formulate debt restructuring, haircut, and compromise settlement guidelines for approval by the Board or Credit Committee.

Operational Leadership

• Oversee and direct multi-tiered internal collection teams (Tele-collectors, Field Agents, and Restructuring Specialists).
• Onboard, manage, and evaluate external collection agencies (Outsourced Agencies / Debt Collection Vendors).
• Establish KPI metrics, commission structures, and SLA allocations for third-party agencies to maximize recovery yields.

Legal Execution & Collateral Realization

• Collaborate closely with the Legal & Litigation department to initiate court proceedings, bankruptcy filings, and execution against collateral.
• Oversee seizure, appraisal, and auction processes for collateralized real estate or vehicles via public auction / Legal Execution Department (LED).
• Manage negotiation and mediation processes during court-monitored restructuring hearings.

Regulatory Compliance & Governance

• Ensure all internal and external collection activities adhere strictly to national consumer protection laws, Fair Debt Collection Practices (or local regulatory bodies like the Bank of Thailand / SEC / FTC).
• Enforce strict ethical collection practices, consumer privacy protocols, and data protection standards across internal staff and third-party vendors.
• Handle escalated debtor complaints, disputes, and regulatory inquiries.

Technology, Analytics & Process Optimization

• Drive digital transformation across collections by integrating AI dialers, automated payment gateways, SMS/messaging tools, and LMS/CMS (Loan Management Systems).
• Implement predictive analytics to optimize collection strategies based on debtor behavioral scoring and propensity-to-pay models.

Qualifications

• Education: Bachelor’s or Master’s degree in Law, Finance, Business Administration, Economics, or a related field.
• Experience: Minimum 10+ years of progressive experience in debt collection, NPL recovery, or credit management within an Asset Management Company (AMC), Commercial Bank, or Consumer Finance firm—with at least 5 years in a senior leadership role.
• Legal & Regulatory Acumen: In-depth knowledge of debt collection laws, execution/foreclosure processes, bankruptcy acts, and local financial regulations.
• Vendor Management: Proven track record of managing and driving performance from third-party collection agencies (OAs) and law firms.
• Leadership Skills: Hands-on leadership with the ability to manage large operational teams, set aggressive performance targets, and drive a high-performance culture.
• Data-Driven Mindset: Proficiency in leveraging collection management software, data analytics, and reporting dashboards to optimize recovery strategies.