Formulate and set key performance indicators (KPIs) that are in accordance with the organization financial goal.
Set key performance indicators (KPIs) for NPL collection and credit loss recovery according to organization goals, and establish results monitoring structure reflecting PDCA (Plan, Do, Check, Analyse) continuous improvement cycle.
Contributes to NPL collection and credit loss recovery strategy, and BPO business development plan.
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Independent Quality Assurance Audits must be carried out every 6 months
Audit reports must be completed after each audit, reviewed and approved by senior management, submitted to the Superintending Officer (SO) and highlight key findings and improvement areas.
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Memastikan pertanyaan pelanggan dihadiri dan isu diselesaikan tepat pada masanya dan profesional.
Membangunkan dan mengekalkan dokumentasi untuk semua strategi pengumpulan, termasuk prosedur, dasar dan garis panduan.
Bekerjasama dengan pasukan rentas fungsi, termasuk operasi, risiko, pematuhan dan kewangan untuk memastikan aktiviti pengumpulan sejajar dengan matlamat syarikat.
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