T&T FSC Collections Senior Consultant - PH / MY

Deloitte Regional Services Center Sdn. Bhd.

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This job is about leading a collection team, ensuring smooth operations and high performance. You might like this job because you’ll play a key role in solving complex issues and improving processes while helping your team grow!

Undisclosed

Kuala Lumpur, MY +1 more…, Kuala Lumpur

Full-Time

few days ago

Job Description

Team Leadership & Performance Management: Lead a team of collections professionals; manage workload distribution, capacity planning, coaching, and performance feedback to achieve operational goals.

Quality Assurance & Controls: Establish and run QA routines (documentation quality, policy adherence, approval compliance, customer contact standards); ensure audit readiness and control execution.

SLA & KPI Ownership: Own SLAs and KPIs (aging health, delinquency rate, promise-to-pay attainment, dispute blocker resolution cycle time, escalation throughput); analyze variances and drive corrective actions.

Escalation Management: Own complex escalations (high-risk accounts, sensitive customer issues, stalled disputes impacting payment, short-pay patterns) and coordinate cross-functional resolution.

Stakeholder Management & Reporting: Serve as the primary operational contact for internal stakeholders; provide routine reporting on team performance, key risks, top delinquency drivers, and action plans to leadership.

Process Improvement & Best Practices: Drive standardization and improvements (segmentation strategies, contact cadence, playbooks, dispute-blocker workflows, automation opportunities) to reduce delinquency and rework.

Training & Development: Build and maintain onboarding/training materials; develop team capability in negotiation, account strategy, and compliance.

Operational Risk Management: Maintain a risk-and-issue view (concentration risk, systemic billing defects, customer behavior shifts) and ensure timely escalation and mitigation.

Job Requirements

Company Benefits

Comprehensive Insurance Coverage

Employees are provided with labor and health insurance, along with group insurance plans, ensuring robust health and financial protection.

Professional Development Support

The firm offers incentives for obtaining professional certifications, subsidies for association membership fees

Flexible Working Arrangements

Recognizing diverse needs, Deloitte provides flexible working hours and leave systems, including anticipated and deferred annual leave.

Employee Well-being Programs

Initiatives such as physical health checks, Employee Assistance Programs, and subsidies for group activities and sports clubs.

Additional Info

Company Activity

Last active - few hours ago

Experience Level

0 - 10 Years of Experience

Job Specialisation

Merchandising / Buyer

System & IT Helpdesk / Database Administrator

Talent Acquisition / Recruitment

Company Profile

Deloitte Regional Services Center Sdn. Bhd.

Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax & legal, and related services. With more than 175 years of hard work and commitment to making a real difference, our organisation has grown in scale and diversity—approximately 415,000 people in 150 countries and territories, providing these services—yet our shared culture remains the same. Our...