Assistant Manager, Collections

About the role

Responsible for supervising and driving the daily performance of the Collections team to achieve collections targets and manage overdue accounts effectively. The role oversees case allocation, collection activities, escalated delinquency cases, team performance and coaching, while ensuring appropriate recovery actions are coordinated with relevant internal teams. The position also ensures all collection activities comply with the Hire Purchase Act 1967 and ELK-Desa's internal policies and conduct standards.

Key responsibilities

• Supervise and guide a team of Collection Executives and Junior Executives in achieving daily collection targets.
• Monitor daily call activities, case prioritisation and follow-up to ensure timely action on delinquent accounts.
• Review and assign collection cases across different delinquency buckets to ensure balanced workload distribution and effective case management.
• Monitor adherence to established escalation protocols and collection procedures.
• Monitor team performance against key collection KPIs, including call volume, Promise-to-Pay (PTP) rate, cure rate and arrears collected.
• Identify performance gaps and implement appropriate follow-up actions to improve collection effectiveness.
• Prepare weekly and monthly performance reports for the Collection Manager, highlighting key trends, risks, performance gaps, and recommended actions.
• Handle escalated delinquency cases requiring negotiation, restructuring discussions, decision-making or sensitive hirer engagement.
• Ensure appropriate follow-up and recovery actions are taken for severely delinquent accounts.
• Coordinate with the Repossession Team, Field Visit Officers and Legal Administration on recovery actions and case escalation.

About you

• Minimum Diploma or Degree in any field.

• 4–6 years of relevant experience in collections, credit control or debt recovery, with at least 1–2 years of supervisory experience.

• Experience in hire purchase and auto financing/lending, with good knowledge of the Hire-Purchase Act 1967 and relevant debt collection practices.

• Strong communication, negotiation and team leadership capabilities.

• Ability to work effectively under pressure and meet tight recovery targets and deadlines.

• Good analytical and problem-solving skills, with the ability to monitor collection performance and identify areas for improvement.