Collection team manager

This could be a Manager or Head of department role.

• Working Location: KL (Pudu) OR Klang

JOB SCOPE:

The Manager/ Head of Collection is a senior leadership role responsible for overseeing and directing the full spectrum of debt collection activities for the organization's consumer and/or commercial loan portfolio. Based in Pudu, Kuala Lumpur, this role manages a team of approximately 25 collection officers and team leaders, driving recovery performance, compliance, and continuous process improvement. The incumbent will play a pivotal role in minimizing non-performing loans (NPLs) and ensuring sustainable portfolio health.

PRIMARY DUTIES/RESPONSIBILITIES:

• Lead, coach, and manage a team of ~25 collection staff including team leaders,

negotiators, and field officers across all delinquency buckets (pre-due, early, mid,

and late-stage collections).

• Set, monitor, and achieve monthly and quarterly collection KPIs including roll

rates, Cure rates, Impairment movement and promise-to-pay (PTP) fulfillment.

• Develop and implement segmented collection strategies aligned to customer risk

profiles and delinquency buckets.

• Oversee field collection operations, skip tracing, legal referrals, and repossession

activities in compliance with Hire Purchase Act and relevant regulatory guidelines.

• Collaborate with Recovery (Repo) , Loan Origination (business) , Finance and

Legal teams to escalate and resolve high-risk accounts and negotiate payment

arrangements.

• Conduct regular performance reviews, coaching sessions, and training programs

to upskill collection officers in negotiation, compliance, and digital tools.

• Prepare and present collection performance dashboards, NPL reports, and

recovery trend analyses to senior management.

• Manage and negotiate with external collection agencies, repossession agents, and

legal counsel to maximize recovery outcomes.

• Ensure all collection activities adhere to the Personal Data Protection Act (PDPA),

Bank Negara Malaysia (BNM) fair-debt collection practices, and internal policies.

• Continuously review and improve collection SOPs, call scripts, workflow systems,

and digital engagement strategies

QUALIFICATIONS & EXPERIENCE

• Minimum Bachelor's Degree in Business Administration, Finance, Economics, or

any other related field.

• Minimum 5-8 years of progressive experience in collections, credit recovery, or

related financial services roles, with at least 3–5 years in a managerial/leadership

capacity.

• Proven track record of leading large teams (20+ staff) in a fast-paced financial

institution, fintech, or licensed moneylender environment.

• Strong knowledge of Malaysian lending regulations including BNM guidelines,

Hire Purchase Act, Moneylenders Act 1951, and PDPA 2010.

• Demonstrated ability to analyse portfolio data, identify trends, and implement

data-driven recovery strategies.

• Excellent leadership, interpersonal, and negotiation skills with high emotional

intelligence.