Key Responsibilities:

• Coordinate with OpRisk team on annual Call Tree testing and report results.
• Analyze and advise on risk events and control measures related to Collections processes.
• Track and support compliance in debt collection procedures across internal and external staff, liaising with Legal, OpRisk, and Compliance teams.
• Assist in creating and updating BCP plans for Collections in line with corporate policy and timelines.
• Monitor service quality and complaints in both in-house and outsourced collection teams; analyze root causes and communicate corrective actions.
• Handle regulatory inquiries and complaints (e.g., from BOT, OCPB, AMLO), ensuring timely reporting to Compliance and relevant stakeholders.
• Support updates to Compliance Checklists and Testing processes in accordance with regulatory changes.
• Coordinate updates to Collections Procedures and Manuals to ensure compliance with laws and internal policies.
• Prepare documentation for internal and external audits; track action plans for any issues found.
• Review and validate Incident and PDPA Incident reports for accuracy and compliance, and share findings with relevant teams.
• Monitor CCRP system complaints to ensure resolution within SLA and maintain records for disciplinary tracking.
• Collaborate with OpRisk on BIA, RCSA, RA, and NCB audit-related matters.
• Perform other duties as assigned by supervisor.

Qualifications:

• Bachelor’s degree in Business, Risk Management, or related fields.
• Experience in Collections, Compliance, or Operational Risk preferred.
• Strong communication, coordination, and analytical skills.
• Knowledge of regulatory frameworks (BOT, PDPA, etc.) is a plus.