Collection team manager

Agensi Pekerjaan ASK Resources Sdn Bhd; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

Agensi Pekerjaan ASK Resources Sdn Bhd is seeking a Manager/Head of Collection based in Kuala Lumpur. You will lead a ~25-person collection team across delinquency buckets and drive recovery, compliance, and process improvements.

You will ensure adherence to PDPA, BNM regulations, and internal policies while collaborating with跨functional teams to resolve high-risk accounts and improve portfolio health.

Qualifications

• Bachelor’s degree required in related field.
• 5–8 years of progressive collections or recovery experience.
• 3–5 years in a managerial/leadership capacity.
• Proven track record leading 20+ staff in financial services.
• Strong knowledge of Malaysian lending regulations (BNM, Hire Purchase Act, Moneylenders Act, PDPA).
• Ability to analyse portfolio data and implement data-driven recovery strategies.
• Excellent leadership, interpersonal, and negotiation skills.

Responsibilities

• Lead and coach a team of ~25 collection staff.
• Set and monitor monthly/quarterly KPIs (roll and cure rates, PTP).
• Develop segmented collection strategies by risk profile.
• Oversee field collection, skip tracing, legal referrals, repossession.
• Collaborate with Recovery, Lending, Finance, and Legal teams to resolve high-risk accounts.
• Conduct performance reviews and upskill staff.
• Prepare dashboards and NPL reports for senior management.
• Manage external agencies and ensure compliant recovery outcomes.
• Ensure compliance with PDPA, BNM guidelines, and internal policies.
• Review and improve SOPs and call scripts.

Skills

Leadership

Team management

Negotiation

Analytical thinking

Education

Bachelor's degree in Business Administration/Finance/Economics

Job description

JOB SCOPE:

The Manager/ Head of Collection is a senior leadership role responsible for overseeing and directing the full spectrum of debt collection activities for the organization's consumer and/or commercial loan portfolio. Based in Pudu, Kuala Lumpur, this role manages a team of approximately 25 collection officers and team leaders, driving recovery performance, compliance, and continuous process improvement. The incumbent will play a pivotal role in minimizing non-performing loans (NPLs) and ensuring sustainable portfolio health.

PRIMARY DUTIES/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.
• 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,

QUALIFICATIONS & EXPERIENCE

• Minimum Bachelor's Degree in Business Administration, Finance, Economics, or any other related field.
• Minimum 5-8 years of progressive experience in collections, credit recovery, or related financial services roles, with at least 3–5 years in a managerial/leadership capacity.
• Proven track record of leading large teams (20+ staff) in a fast-paced financial institution, fintech, or licensed moneylender environment.
• Strong knowledge of Malaysian lending regulations including BNM guidelines, Hire Purchase Act, Moneylenders Act 1951, and PDPA 2010.
• Demonstrated ability to analyse portfolio data, identify trends, and implement data-driven recovery strategies.
• Excellent leadership, interpersonal, and negotiation skills with high emotional