Collections Team Lead, MY & SG (Hybrid)

Grab; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits

Parental leave

Birthday leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork hours

Job summary

Grab in Malaysia is seeking a Team Leader for MY & SG Collections to oversee debt recovery, lead collections agents through Senior Floor Coaches, and coordinate with Customer Support and ECAs. Based in Malaysia, you’ll report to the Head of Lending Collections and help pilot a Floor Coach & Enablement Framework in the first 6–12 months.

You’ll manage ECAs, QA frameworks and analytics, while ensuring adherence to SG DCA guidelines and regulatory requirements across both markets.

Qualifications

• 3+ years in collections operations in FinTech or similar sectors.
• Experience improving processes or automating workflows in collections.
• Experience developing QA, coaching, scorecards or monitoring.
• Experience managing external collection agencies with SLAs and compliance.
• Experience leading large multi-tier teams.
• Knowledge of Malaysia and Singapore DCA guidelines.
• Experience resolving escalated disputes and payment discrepancies.
• Familiarity with AI or automation in collections is a plus.

Responsibilities

• Lead Senior Floor Coaches and Collections Agents with coaching and escalations.
• Build QA frameworks and scorecards to improve call quality and outcomes.
• Track keep rates, CEI and contact rates; investigate anomalies and act.
• Manage MY and SG ECAs, SLAs, compliance and placement strategies.
• Oversee Customer Support Admin Contractors and ticket operations; reduce backlogs.
• Analyze portfolio performance, delinquency and DSO; drive process improvements.
• Prepare monthly portfolio reports and present insights to management.
• Ensure compliance with internal policies and SG DCA guidelines; support audits.

Skills

Collections operations

Process improvement

Quality assurance

Vendor management

Team leadership

Malaysia & SG DCA knowledge

Disputes resolution

AI/automation familiarity

Job description

Grab in Malaysia is seeking a Team Leader for MY & SG Collections to oversee debt recovery, lead collections agents through Senior Floor Coaches, and coordinate with Customer Support and ECAs. Based in Malaysia, you’ll report to the Head of Lending Collections and help pilot a Floor Coach & Enablement Framework in the first 6–12 months.

You’ll manage ECAs, QA frameworks and analytics, while ensuring adherence to SG DCA guidelines and regulatory requirements across both markets.