Manager, Collections

Job Scope:

Lead and oversee the collection team, ensuring optimal recovery performance across all delinquency buckets. Drive collection strategies, manage team performance, and ensure compliance with the Hire Purchase Act 1967, and all applicable regulations governing debt recovery for used car hire purchase financing.

Responsibilities:

• Lead end-to-end collection operations covering early-stage delinquency, late-stage recovery, repossession, legal action, and bad debt management.
• Develop and implement collection strategies to achieve monthly and quarterly recovery targets, including cure rate improvement and arrears reduction.
• Manage and mentor a team of Senior Executives and Executives, setting KPIs, conducting performance reviews, and driving calibration exercises.
• Monitor delinquency trends by bucket and initiate appropriate escalation actions.
• Oversee the deployment and optimisation of collection tools, AI chatbots, WhatsApp notification systems, and the mobile app payment platform.
• Ensure all collection activities comply with the Hire Purchase Act 1967, and internal conduct standards including fair treatment of underbanked and underserved hirers.
• Drive weekend calling programmes, field visit operations, and branch service coordination.

Requirements:

• Minimum 5 -8 years of experience in collections or credit management, with at least 3 years in a managerial role.
• Strong experience in hire purchase, auto financing, or consumer lending preferably serving the underbanked segment.
• Proven track record of leading collection teams of 8+ staff and achieving recovery targets.
• In-depth knowledge of the Hire Purchase Act 1967.
• Strong analytical, leadership, and stakeholder management skills.
• Proficiency in Bahasa Malaysia and English; Mandarin or Tamil is an advantage.