Associate Director, Credit Management

Singtel Group; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

Singtel Group is searching for a Head of CM BPO Operations based in Kuala Lumpur. This role leads a team of 70 staff and is responsible for managing operational performance across Receipting, Collections, and Fraud Operations.

The successful candidate will have 7–10 years of BPO experience, strong leadership skills, and proven project management capabilities. This position demands excellent analytical skills and proficiency in ERP systems.

Qualifications

• 7–10 years in BPO / Shared Services operations, preferably in finance operations, receipting, collections, or fraud.
• Minimum 2–3 years in a leadership role managing 50+ FTEs.
• Proven project management experience (system implementation, process transformation, or automation).
• Strong business understanding of order-to-cash, credit, and fraud control processes.
• Hands-on experience with ERP systems (SAP / Oracle / Workday, etc.) and workflow tools.
• Excellent communication in English; able to present to senior stakeholders and cross-functional teams.

Responsibilities

• Lead daily operations for Receipting, Chasers, and Fraud/Investigations teams.
• Manage team leads and supervisors; drive productivity and service quality.
• Oversee fraud/AML investigations, ensuring timely escalation and collaboration.
• Maintain controls and audit readiness for receipting and cash applications.
• Lead, coach, and develop a 70‑headcount team.
• Drive digitalization and process automation initiatives.

Skills

BPO / Shared Services operations

Leadership

Project management

ERP systems (SAP / Oracle / Workday)

Analytical mindset

Communication in English

Education

Bachelor’s degree in Business, Finance, Accounting, or related field

Tools

Excel / BI skills

MS Project

JIRA

Power BI

Job description

Head of CM BPO Operations (Senior Manager)

Based in Kuala Lumpur, this position reports to the CM Senior Director and leads a team of approximately 70 staff across Receipting, Collections/Chasers, and Fraud and Dispute Operations. The role manages supervisors and team leads covering Receipting, Collections, Fraud/Investigations, Quality, Workforce Planning, and Projects/Systems Analysis, with overall accountability for operational performance, compliance, and service delivery.

Operational Leadership

• Lead daily operations for Receipting, Chasers, and Fraud/Investigations teams, ensuring SLA, KPI, and compliance performance.
• Manage team leads and supervisors; drive productivity, accuracy, and service quality across functions.
• Oversee fraud/AML investigations, ensuring timely escalation and collaboration with compliance and risk.
• Maintain controls and audit readiness for receipting and cash applications.

People Management

• Lead, coach, and develop a 70‑headcount team with clear goals, training, and career pathways.
• Oversee workforce planning, scheduling, occupancy, and attrition management.
• Foster a culture of accountability, teamwork, and continuous improvement.

Project & System Management

• Act as operational project lead for system enhancements, automation, process re‑engineering, and integration initiatives.
• Partner with IT, finance, and service delivery teams on new system rollouts (e.g., ERP, workflow, or collection platforms).
• Define business requirements, perform UAT, and manage change communications.
• Drive digitalisation and process automation (RPA, dashboards, AI‑based monitoring) to reduce manual effort and improve control.
• Track and report project milestones, timelines, and benefits realisation.

Performance & Analytics

• Define and track operational KPIs: cash collection, DSO, SLA adherence, quality, TAT, audit scores.
• Analyse trends, prepare dashboards, and present performance insights to senior management.
• Identify process bottlenecks and initiate corrective action plans.

Stakeholder Management

• Serve as the single point of contact for internal stakeholders (Finance, Credit, Risk, Compliance, Product, and IT).
• Manage BPO/vendor relationships and contract adherence.
• Provide transparent reporting and updates on operations and project progress.

Skills for Success

• 7–10 years in BPO / Shared Services operations, preferably in finance operations, receipting, collections, or fraud.
• Minimum 2–3 years in a leadership role managing 50+ FTEs.
• Proven project management experience (system implementation, process transformation, or automation).
• Strong business understanding of order‑to‑cash, credit, and fraud control processes.
• Hands‑on experience with ERP systems (SAP / Oracle / Workday, etc.) and workflow tools.
• Analytical mindset — strong Excel/BI skills; familiarity with project tools (e.g., MS Project, JIRA, Power BI).
• Excellent communication in English; able to present to senior stakeholders and cross‑functional teams.
• Preferred: PMP, Lean Six Sigma, or similar certification.
• Bachelor’s degree in Business, Finance, Accounting, or related field.