Process Improvement Manager

AsiaFinance Group is seeking a Process Improvement Manager to design, launch, and improve operational processes for collections and customer operations teams. This hands-on, execution-focused role involves working directly with collections teams, contact center operations, and operational systems to drive efficiency and recovery improvements.

• Design, launch, and improve operational processes focusing on customer servicing, complaint handling, and debt collection at early, late, and NPL stages
• Analyze collection and contact center workflows to identify bottlenecks affecting contact rates, productivity, recovery, and quality
• Work with operational systems including CRM platforms, contact center dialers, collection logic, and BI tools
• Support configuration, testing, and rollout of process and system changes with IT and vendors
• Define, monitor, and improve operational KPIs such as contact rate, PTP, roll rates, resolution time, and agent productivity
• Prepare regular operational reports and analysis for Operations and Management
• Create and maintain clear process documentation and procedures for operational teams

• Higher education in mathematics, statistics, IT, economics, finance, or related field
• At least 2 years of practical experience in operations, process management, or operational analytics
• Experience in consumer lending, banking operations, debt collection, contact centers, BPOs, or telecom companies
• Hands-on experience with CRM systems and contact center/dialer platforms
• Strong data analysis skills with advanced Excel and SQL (T-SQL)
• Ability to work with operational and collection data to translate into process improvements
• English proficiency at Intermediate level or higher
• Plus: Debt collection operations experience, collection strategy optimization, banking back-office knowledge, performance management experience, outsourced contact center experience, Creatio CRM or Webitel platform experience

• Western-style corporate culture with strong focus on execution and accountability
• Direct impact on operational and collection process development and scaling
• Young, international, and highly collaborative team environment
• Exposure to fast-growing consumer finance and collections operations in emerging markets
• Competitive remuneration package with fixed USD compensation