Early Collection Outsource Business Management Specialist 早催外包业务管理专员

Task Description
Early Collection Outsource Business Monitoring
Monitor daily and monthly vendor performance reports, analyze root cause and communicate with OVM timely once abnormal performance is detected;
Review case follow-up quality by selecting samples based on rules to ensure vendor phone call collection activities and behaviors meet MBAFC standard and working process;
Review regular QC result reports, communicate with OVM team closely for action plan execution status;
Review outsource volume forecast status regularly with OVM team;
Provide business support through close collaboration with OVM and training team to ensure smooth communication and transparency cross departments.
Adhoc Topics Handling from Daily Business
Make emergency plan such as system operation workaround and temporary process adjustment if vendor side encounter system bug, direct debit issues or special sensative affairs,  and deliver plan to OVM timely to ensure business run smoothly with minimum impact;
Complaint handling. Communicate with OVM team closely if process improvement opportunity or agent attitude issue are found through complaint cases;
Resolve special cases that are escalated from vendor side, provide instruction and suggestions.
Conduct adhoc business analysis to dig out further insight for driving new business enhancements or solving current issues.
Process and System Management
Propose improvement on process and systems, communicate with stakeholders to drive enhancements and update SOPs and collection scripts accordingly.
Support system testing that are related to early collection;
Support reporting related testing
Support projects that are related to early collection from outsource business perspective;
Others
Complete other tasks required by supervisor;
Support new comer training of the team;
Contribute to great place to work environment.

Qualification
o Education
Bachelor degree in finance/ business /law
Good English, both in written and spoken
o Experience
Collections, credit or other related experience in a Financial Services Company, Bank, guarantee company or other related finance industry or function for at least  3 years
o Specific Knowledge
Sound knowledge about Microsoft applications
Good analytical and communication skills.

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