Collection Manager

Reeracoen Recruitment; Klang City; On-site; MYR 89,000 - 201,000; Full time

Benefits offered by this job

Annual leave 20+ days

Medical benefits

Phone allowance

Company insurance

Learning & wellness allowance

Group PA

Job summary

Jora Malaysia is seeking a Collection Team Lead to oversee a ~25-person unit across all delinquency stages. You will set performance targets, strategize recovery efforts, and coordinate with legal and field teams to maximize recoveries.

You will coach staff, review performance, and drive compliance with PDPA and BNM guidelines while leveraging dashboards to report trends to senior management.

Qualifications

• Experience leading a collection team and achieving KPIs.
• Knowledge of PDPA and BNM fair-debt collection guidelines.
• Experience coordinating recovery, legal referrals, and field operations.

Responsibilities

• Lead, coach, and manage a team of ~25 collection staff across all delinquency buckets.
• Set, monitor, and achieve monthly and quarterly collection KPIs (roll rates, cure rates, impairment movement, PTP).
• Develop segmented collection strategies aligned to customer risk profiles.
• Oversee field collection operations, skip tracing, legal referrals, and repossession activities in compliance with guidelines.
• Collaborate with Recovery, Loan Origination, Finance and Legal to escalate and resolve high-risk accounts.
• Conduct performance reviews, coaching, and training to upskill staff in negotiation and compliance.
• Prepare collection dashboards, NPL reports, and recovery trend analyses for senior management.
• Negotiate with external agencies, repossession agents, and legal counsel to maximize recovery.

Skills

Leadership

Coaching

Team management

KPI tracking

Data dashboards

Regulatory compliance

Tools

BI dashboards

Workflow systems

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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 escal 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

- Bonus:
> Subjects to individual and business performance
- AL:
>20 days (2 years & above)
>25 days (above 2 years) .
- Learning Sport & Fitness Well being
> RM500 per financial year (Reimbursement)
- Handphone Allowance:
> Up to RM250 for handphone & data on a reimbursement basis
- Medical Benefits - RM2750 (Reimbursement)
> Cover immediate Family
> Panel doctors, panel dental, panel optical or perform medical check up
- Company Insurance
> Plan 1 (up to RM75,000)
- Personal Purchase of insurance
> RM1,500 (reimbursement)
-Group PA > Yes