Job Description

This role leads the asset management and collections function, focusing on improving recovery performance, managing non-performing accounts, and strengthening customer assistance and restructuring programmes. The position drives policy development, team performance, compliance standards, and collaboration with internal and external stakeholders to ensure sustainable cash flow and effective credit recovery operations.

Key Responsibilities

Collections Strategy & Leadership

• Define department direction aligned with financial goals and cash-flow optimisation.
• Drive initiatives to improve collection efficiency and customer experience.
• Build a culture of accountability, compliance, and continuous improvement within the team.

Policy, Process & Performance Management

• Establish and update credit collection policies in line with legal and regulatory standards.
• Design standard processes for recovery, escalation, and dispute resolution.
• Set KPIs (collection rates, ageing, recovery timelines) and monitor team performance using analytics and reporting tools.

Stakeholder Reporting & Collaboration

• Prepare regular reports to senior management on collections performance, receivables, and risk exposure.
• Work closely with finance, sales, and legal teams on complex cases.
• Act as key contact for auditors or regulators on collection matters.

Customer Assistance, Restructuring & Quality Assurance

• Design and manage restructuring / hardship programmes for distressed customers.
• Supervise teams handling inbound customer calls and payment solutions (instalment plans, deferments).
• Ensure compliance with internal policies and regulatory standards, monitor call quality and customer treatment, and lead onboarding and compliance training for new hires.

Job Requirements

• Bachelor’s degree in any field.
• Minimum 10 years’ experience in debt collection, with at least 5 years in a managerial or leadership role.
• Proven track record managing and leading collection teams.
• Strong understanding of Hire Purchase (HP) products, processes, regulations, and customer lifecycle.
• Experience managing and coordinating with outsourced collection vendors.
• Good command of English and Bahasa Malaysia.

Skills