HRINC (Cambodia) Co., LtdPhnom Penh

HRINC (Cambodia) Co., Ltd

Head of Tele-Calling

Banking / Financial ServicePosted 11 hr ago

Location

Phnom Penh

Job Type

FULLTIME

Experience

10+ Years

Level

Executive

Work Mode

On-site

Industry

Banking / Financial Service

Languages

English

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About the role

The Head of Tele-Calling is responsible for driving disciplined, data-led, and compliant customer engagement across pre-delinquency, early delinquency, and soft recovery stages.
This role is responsible for the end-to-end management of the Tele-Calling function, with accountability for early delinquency cure rates and roll-rate control, call-based recovery effectiveness across Retail and portfolios, customer contact strategy, segmentation, and engagement discipline, compliance, conduct, and customer treatment standards, and productivity, analytics, and performance governance of calling teams.
The Head of Tele-Calling anchors the front line of recovery, ensuring that delinquency is addressed early, efficiently, and consistently before value erosion accelerates.
Responsibilities and Duties: Tele-Collections Strategy & Operating Model: Define and institutionalize the Bank's tele-calling strategy across pre-due reminders, early delinquency (0–30 / 31–60 DPD), and soft recovery for Retail and Banking.
Establish portfolio segmentation and call strategies by product type, risk band / behavioral profile, and DPD bucket.
Ensure seamless handover to Field Collections or Legal where required.
Call Effectiveness & Recovery Performance: Drive cure rates, payment conversion, and promise-to-pay fulfilment.
Monitor and improve roll-rates into higher delinquency buckets.
Optimize calling cadence, scripts, and negotiation approaches.
Ensure disciplined follow-up and resolution tracking.
Governance, Conduct & Compliance: Ensure full compliance with internal collections policy, regulatory and consumer protection requirements, and fair treatment and conduct standards.
Establish call monitoring, quality assurance, and escalation controls.
Act as first-line owner for conduct and reputational risk arising from tele-collections.
Analytics, MIS & Early Warning Integration: Define and track core tele-collections KPIs: cure rate and recovery efficiency, roll-rate progression, contactability and right-party contact ratios, and promise-to-pay kept vs broken.
Partner with Credit Risk and Analytics teams to integrate early warning indicators and refine customer segmentation and call prioritization.
Team Leadership & Productivity Management: Build and manage a high-productivity tele-calling team.
Define clear targets, scorecards, and incentive alignment.
Drive training on negotiation, compliance, and customer handling.
Maintain discipline on attendance, talk-time quality, and resolution outcomes.

Requirements

10–15 years of experience in tele-collections or early-stage recovery and Retail and Banking portfolios.
Strong understanding of delinquency behavior and roll-rate drivers, customer engagement and negotiation techniques, and collections conduct and compliance standards.
Proven experience managing large calling teams.

Required Skills

Tele-collectionsEarly-stage recoveryRetail portfoliosBanking portfoliosDelinquency behavior analysisRoll-rate driver analysisCustomer engagementNegotiation techniquesCollections conductCompliance standardsTeam managementManaging large calling teams

Schedule & Flexibility

Schedule:standard

About HRINC (Cambodia) Co., Ltd

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HRINC is the leading provider of HR Services to the Cambodia market and expanding to the South East Asia region. We support multinational companies and leading ASEAN conglomerates and SMEs with their Human Resource needs, from consulting and market intelligence, to outsourcing and compliance as well as recruitment.

Industry

Banking / Financial Service

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