Collections Unit Lead - KPI Champion & Team Coach

OCBC Malaysia; Malaysia; Presencial; MYR 89.000 - 123.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base salary

Flexible benefits

Learning & development opportunities

Wellbeing programs

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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

Conocimientos

Collections management

Team leadership

Stakeholder management

Regulatory compliance

MS Excel & reporting

Decision making

Problem solving

Working under pressure

Educación

Bachelor’s degree

Herramientas

MS Excel

Reporting tools

Descripción del empleo

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.