Collections Team Leader – Immediate Hiring

Saku Wang Sdn. Bhd.; Kuala Lumpur; On-site; MYR 89,000 - 134,000; Full time

Job summary

SAKU WANG SDN. BHD. is seeking an experienced Collections Team Leader to guide and develop the Collections team. You will drive performance, monitor recovery results and ensure professional handling of customer accounts in line with company policies.

The role emphasizes hands-on leadership, coaching, and analysis of results, with daily responsibility for collection operations and achieving targets while maintaining compliance with PDPA requirements.

Qualifications

• Minimum 2 years of experience in debt collection or related field.
• Experience as Collections Team Leader or senior collector preferred.
• Proven track record of meeting collection targets and KPIs.
• Strong leadership, coaching and people management skills.
• Good command of Bahasa Malaysia and English.

Responsibilities

• Lead and supervise the Collections team and manage daily collection operations.
• Drive the team to achieve monthly collection targets and KPIs.
• Monitor performance, productivity, and call metrics.
• Coach Executives through regular reviews and feedback.
• Ensure compliant with policies, laws, and PDPA.

Skills

Debt collection

Team leadership

Negotiation

Communication

Problem-solving

Excel/Sheets

Tools

Microsoft Excel / Google Sheets

Job description

Collections Team Leader – Immediate Hiring

We are looking for an experienced Collections Team Leader to lead, coach and develop our Collections team. The successful candidate will be responsible for driving team performance, improving recovery results, monitoring collection activities and ensuring customers are handled professionally and in accordance with company policies and approved procedures.

This role is ideal for a hands-on team leader who is comfortable working with performance targets, analysing results, coaching team members and managing day-to-day collection operations.

Key responsibilities

Lead and supervise the Collections team and manage daily collection operations.

Drive the team to achieve monthly collection targets, recovery goals and operational KPIs.

Monitor individual and team performance, productivity, contact rates, payment commitments and collection results.

Conduct regular coaching, performance reviews and feedback sessions with Collection Executives.

Identify performance gaps and implement practical action plans to improve team results.

Monitor customer contact through phone, WhatsApp, SMS and email and ensure appropriate follow-up on overdue accounts.

Support team members in handling complex cases, difficult customer conversations and escalations.

Ensure repayment discussions and payment arrangements are handled in accordance with company policies and approved procedures.

Monitor payment commitments and ensure timely follow-up by the team.

Review collection portfolios and prioritise accounts based on operational requirements and collection strategy.

Monitor call quality and customer communication standards and provide coaching where improvement is required.

Ensure all customer interactions, payment commitments and collection activities are accurately recorded in the system.

Prepare and review daily, weekly and monthly collection performance reports.

Analyse collection results and identify opportunities to improve team productivity and recovery performance.

Conduct onboarding, training and ongoing development for Collection Executives.

Work closely with Management and relevant departments to improve collection processes, customer handling and operational efficiency.

Ensure all collection activities are conducted professionally and in accordance with company policies, applicable laws, PDPA requirements and approved collection procedures.

About you

Minimum 2 years of experience in debt collection, credit recovery, tele-collection or a related collections environment.

Previous experience as a Collections Team Leader, Collection Supervisor, Recovery Team Leader or Senior Collection Executive is strongly preferred.

Proven experience managing a team and working towards collection targets and KPIs.

Strong leadership, coaching and people management skills.

Strong negotiation, communication and problem-solving skills.

Confident in handling difficult customer situations and escalated cases.

Strong performance-management mindset with the ability to identify and address performance gaps.

Good command of Bahasa Malaysia and English.

Comfortable working in a fast-paced and performance-driven environment.

Good working knowledge of Microsoft Excel / Google Sheets and performance reporting.

Strong attention to detail and ability to maintain accurate operational records.

Why Join Us

Competitive salary package.

Attractive performance-based rewards.

Opportunity to lead and develop a growing Collections team.

Supportive and professional working environment.

EPF, SOCSO and EIS statutory contributions.

Performance recognition programs.

SAKU WANG SDN. BHD. is a Malaysia-based online money lending company providing convenient digital lending services to customers. We focus on responsible lending, efficient digital processes and professional customer service.

Our growing team works across Customer Care, Collections, Finance, Operations and Technology. We offer a professional and performance-driven working environment with opportunities for employees to develop their skills, take on greater responsibilities and grow with the company.

SAKU WANG SDN. BHD. is a Malaysia-based online money lending company providing convenient digital lending services to customers. We focus on responsible lending, efficient digital processes and professional customer service.

Our growing team works across Customer Care, Collections, Finance, Operations and Technology. We offer a professional and performance-driven working environment with opportunities for employees to develop their skills, take on greater responsibilities and grow with the company.