Head of Customer Operations & Vendor Management

A confidential client is seeking a highly experienced Head of Customer Operations and Vendor Management to establish and lead their customer servicing and collections operations in Vietnam.

This pivotal role offers you the unique opportunity to build an operational foundation from the ground up, shaping the future of customer experience for a global financial services provider. As the first operations leader in this market, you will be instrumental in identifying and managing BPO partners, developing a high-performing local team, and ensuring that all processes align with international standards. Reporting directly to the Country Manager, you will serve as the primary liaison for both internal teams and external partners, including banking institutions and third-party vendors. This position promises significant influence over business outcomes, direct involvement in strategic decision-making, and the chance to make a lasting impact on financial inclusion in Vietnam. The organisation values flexibility, encourages professional growth, and supports your journey with comprehensive training opportunities.

• Be the foundational leader responsible for launching and scaling customer operations in Vietnam, with full ownership over vendor strategy, team development, and operational performance.
• Work closely with senior stakeholders across multiple geographies to ensure seamless alignment between local execution and global objectives, driving measurable business results.
• Enjoy flexible working opportunities, access to extensive training resources, and the chance to contribute meaningfully to financial empowerment for underserved communities.

What you'll do:

As Head of Customer Operations and Vendor Management, you will play a central role in establishing robust operational frameworks that underpin exceptional customer experiences. Your day-to-day activities will involve building relationships with new BPO partners, overseeing their integration into the business ecosystem, and ensuring they consistently meet or exceed agreed-upon standards. You will be responsible for recruiting top talent locally—guiding them through onboarding processes—and fostering a culture of continuous learning through targeted coaching sessions. By collaborating closely with internal teams as well as external banking partners, you will ensure that every aspect of vendor performance aligns seamlessly with broader organisational goals. Your analytical skills will be put to use as you monitor key metrics, identify trends or issues early on, and implement solutions that drive efficiency while maintaining strict compliance. Ultimately, your efforts will help create a supportive environment where both customers’ needs are met promptly and your team members are empowered to excel.

• Identify, qualify, and lead onboarding projects for new BPO partners specialising in customer service and collections workstreams within Vietnam.
• Oversee daily performance management of all third-party vendors, ensuring adherence to key performance metrics and contractual service level agreements.
• Drive continuous improvement by conducting regular business reviews with vendors, analysing performance data, and implementing action plans for areas requiring enhancement.
• Perform on-site risk management assessments and compliance audits at vendor locations to maintain operational integrity and regulatory alignment.
• Recruit, motivate, coach, and inspire a team of direct reports responsible for various aspects of customer service and collections operations.
• Provide detailed feedback on team member performance using statistical analysis to support ongoing evaluation and professional development initiatives.
• Lead both remote and on-site training sessions for vendor agents to ensure consistent application of company standards across all touchpoints.
• Collaborate with internal stakeholders—including banking partners—to align vendor contributions with strategic business objectives and deliver measurable outcomes.
• Develop projects aimed at addressing pain points for customers and team members while partnering with internal teams on process alignment initiatives.
• Monitor, analyse, and report on operational metrics at daily, weekly, and monthly intervals to inform leadership decisions at both local and global levels.

What you bring:

To thrive as Head of Customer Operations and Vendor Management, you bring an impressive blend of technical expertise within BPO environments alongside hands-on leadership experience gained from roles in financial services or fintech sectors. Your ability to recruit talented individuals is matched only by your commitment to their ongoing development—ensuring everyone under your guidance feels supported yet challenged. You possess outstanding communication skills in both English and Vietnamese which allow you to bridge cultural gaps effortlessly when working with colleagues or external partners. Your analytical mindset ensures that no detail goes unnoticed when reviewing operational data or assessing vendor performance; meanwhile your collaborative approach fosters trust among stakeholders at every level. Familiarity with industry-standard platforms means you can hit the ground running from day one—while your openness to travel demonstrates adaptability essential for success in this multifaceted position.

• A minimum of 10 years’ combined experience in BPO management, customer service operations or vendor management within complex environments.
• At least 5 years’ direct experience leading customer service or collections functions within the Fintech or Financial Services sector in Vietnam.
• Demonstrated success hiring high-calibre professionals (‘A-players’), providing effective training programmes, and nurturing high-performing teams.
• Proven track record setting up new call centre operations or managing launches into new markets is highly desirable.
• Bachelor’s degree in Finance, Business Administration or related discipline required; advanced degrees are advantageous but not mandatory.
• Mandatory fluency in both English and Vietnamese (written and verbal) to facilitate clear communication across diverse stakeholder groups.
• Comprehensive background in Customer Experience disciplines—including complaint resolution—and deep familiarity with collections best practices.
• Expertise identifying suitable third-party BPO partners; skilled at vetting candidates against rigorous criteria before onboarding them successfully.
• Exceptional analytical abilities paired with strong interpersonal skills enable you to manage relationships with senior stakeholders effectively.
• Proficiency using Microsoft Office Suite, G Suite applications, Slack messaging platform as well as customer experience tools such as Zendesk or Five9; willingness to travel domestically/internationally as needed.

What sets this company apart:

This organisation stands out as a global leader dedicated to making financial services accessible for underserved populations around the world. With a proven track record spanning three continents—and more than 40 million loans extended—they have empowered millions of individuals to achieve greater financial independence. Their commitment extends beyond products: they invest heavily in employee growth through comprehensive training programmes designed to nurture talent at every stage of your career journey. Flexible working arrangements reflect their understanding that life outside work matters too; meanwhile their inclusive culture welcomes people from all backgrounds who share a passion for positive change. By joining this team, you become part of a mission-driven community focused on delivering real impact while enjoying ample opportunities for personal advancement.

What's next:

If you are ready to shape the future of customer operations in Vietnam while advancing your own career within a globally respected organisation—this is your moment!

Apply today by clicking on the link provided—take the next step towards making a meaningful difference.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.