Collection Unit Head - EMB

OCBC Malaysia; Malaysia; On-site; MYR 89,000 - 123,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits

Learning & development opportunities

Wellbeing programs

Job summary

OCBC Malaysia is seeking a Collections Manager to lead the EMB Collections team, oversee daily operations, and drive KPI achievement. The role demands strong leadership, process discipline, and a proven ability to manage complex accounts with regulatory compliance in mind.

You will guide strategy, monitor performance, and report to senior management while ensuring high-quality customer outcomes and efficient processes within a dynamic financial services environment.

Qualifications

• Bachelor’s degree in any discipline.
• Minimum 5–8 years’ experience in collections, with at least 2–3 years in a supervisory role.
• Strong understanding of collections processes, portfolio management, and recovery strategies.
• Familiar with CGC / SJPP claim processes and requirements.
• Proven track record in managing teams and meeting KPIs.
• Good stakeholder management and communication skills.
• Strong problem-solving and decision-making ability.
• Ability to work under pressure and manage operational demands.
• Familiar with regulatory requirements and compliance standards in collections.
• Proficient in MS Excel and reporting tools.

Responsibilities

• Manage all auction and valuation, EMB Collections
• Oversee daily collections operations and ensure smooth BAU execution
• Lead, supervise and manage a team of collectors, including performance monitoring and coaching
• Drive achievement of collection KPIs
• Review accounts, prioritize actions and guide team on strategy
• Manage CGC / SJPP claims processes, including submission, follow-up, and recovery tracking
• Handle escalated customer cases and complex accounts
• Ensure compliance with regulatory and internal policies
• Monitor portfolio performance and provide regular reporting to management
• Identify process gaps and drive continuous improvement initiatives
• Manage staffing, workload allocation, and backup planning within the team

Skills

Collections management

Team leadership

Stakeholder management

Regulatory compliance

MS Excel & reporting

Decision making

Problem solving

Working under pressure

Education

Bachelor’s degree

Tools

MS Excel

Reporting tools

Job description

WHO WE ARE:

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.

Job description:

• To manage all auction and valuation, EMB Collections


• Oversee daily collections operations and ensure smooth BAU execution


• Lead, supervise and manage a team of collectors, including performance monitoring and coaching


• Drive achievement of collection KPIs


• Review accounts, prioritize actions and guide team on strategy


• Manage CGC / SJPP claims processes, including submission, follow-up, and recovery tracking


• Handle escalated customer cases and complex accounts


• Ensure compliance with regulatory and internal policies


• Monitor portfolio performance and provide regular reporting to management


• Identify process gaps and drive continuous improvement initiatives


• Manage staffing, workload allocation, and backup planning within the team

Job requirement:

• Bachelor’s degree in any discipline


• Minimum 5–8 years’ experience in collections, with at least 2–3 years in a supervisory role


• Strong understanding of collections processes, portfolio management, and recovery strategies


• Familiar with CGC / SJPP claim processes and requirements


• Proven track record in managing teams and meeting KPIs


• Good stakeholder management and communication skills


• Strong problem-solving and decision-making ability


• Ability to work under pressure and manage operational demands


• Familiar with regulatory requirements and compliance standards in collections


• Proficient in MS Excel and reporting tools

What we offer:

• Competitive base salary


• A suite of holistic, flexible benefits to suit every lifestyle


• Community initiatives


• Industry-leading learning and professional development opportunities


• Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers

Let’s build the bank we need for the future we want. Find the best version of yourself in a friendly, supportive team. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here

As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly‑owned subsidiary, Bank of Singapore, which operates on a unique open‑architecture product platform to source for the best‑in‑class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.