Collections Team Leader

Mission Consultancy Services Malaysia; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

Mission Consultancy Services Malaysia is looking for an experienced Collection Team Leader to oversee a team of collection executives and manage auto-dialer campaigns for unsecured loan portfolios. You will drive performance, ensure adherence to internal and external policies, and meet company recovery targets.

The role requires strong negotiation, excellent communication skills, and hands-on experience with Excel and Google Sheets.

Qualifications

• Minimum 5 collectors under management in an auto-dialer environment.
• Experience managing external debt collection agencies and solicitors.
• Experience in Banking, Telecom or E-commerce debt collection.
• Knowledge of collections regulations and the Fair Debt Collection Act.
• Strong interpersonal, negotiation and persuasion skills.

Responsibilities

• Supervise a team of collection executives to meet KPIs.
• Manage the auto-dialer collections and optimize calling strategy and productivity targets.
• Plan, direct and supervise collection activities for front-end/mid-range buckets.
• Track collectors' performance and ensure daily productivity.
• Coach collectors and ensure compliance with policies and procedures.
• Work with Unit Head to improve collections processes.
• Apply advanced negotiation to resolve escalated calls and coach less experienced collectors.
• Ensure inquiries/complaints are attended to within the timeframe.
• Analyze portfolios and offer solutions to reduce delinquency.
• Recommend accounts for field visitation and assignment to external agencies.

Skills

Interpersonal skills

Negotiation

Persuasion

Leadership

Team management

Attention to detail

Verbal communication

Written communication

Education

Bachelor’s Degree or higher

Tools

Microsoft Excel

Google Sheets

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.

Oversee the collection and recovery activities of the Early Buckets for the unsecured loan portfolio. Manage the collection of outstanding customers' loans while managing a team of collectors. Ensure all collection internal and external policies are followed. Responsible for ensuring company collection and recovery targets are met.

Key responsibilities

• Supervise and guide a team of collection executives to meet individual and team KPIs
• Manage the auto-dialer collections and ensure the collectors have the optimal calling strategy and meet the productivity targets
• Plan, direct and supervise collection activities for front-end/mid-range buckets to achieve departmental goals
• Track and monitor collectors' performance on the auto-dialer and ensure productivity is met on a daily basis
• Coach collectors, perform ongoing monitoring and provide feedback based on their performance and ensure compliance with collection policies and procedures
• Work closely with the Unit Head to drive continuous improvement/enhancement in the collections process to increase effectiveness
• Apply advanced negotiation skills to resolve escalated calls and coach less experienced collectors
• Ensure all inquiries/complaints are attended to within the timeframe given
• Analyze the portfolio assigned and offer solutions/workarounds according to customers' specific situations or alternative payment options to improve delinquency rate
• Recommend accounts for field visitation and assignment to external debt collection agencies

About you

• Previous collection team leader experience managing auto-dialer with a minimum of 5 collectors
• Experience managing external debt collection agencies and solicitors
• Experience in Banking, Telecom or E-commerce collecting customer debt
• Knowledge of collections regulations and the Fair Debt Collection Act
• Good interpersonal, negotiation and persuasion skills
• Well versed in Microsoft Excel and Google Sheets
• Able to manage staff ethically and fairly while enforcing company rules
• Able to prioritize tasks effectively
• Good verbal and written communication skills
• Bachelor's Degree, Post Graduate Diploma, Professional Degree, or Master's Degree