Digital Collections Team Lead

DHL Express; Petaling Jaya; On-site; MYR 90,000 - 140,000; Full time

Job summary

DHL Express Malaysia is seeking a confident Team Leader to guide a group of collections agents focused on driving instant online payments via digital channels. You will coach staff, monitor critical KPIs, and collaborate with IT, Finance, and Product to improve payment links and user journeys.

In this role, you balance firm collections with positive customer experience, ensure regulatory and policy compliance, and deliver actionable insights that boost straight-through digital collections.

Qualifications

• Experience leading collections teams in a fast-paced environment.
• Strong knowledge of digital payment methods and customer behavior.
• Proven ability to drive online payment conversions and reduce delinquencies.
• Excellent communication and negotiation skills with customers and internal teams.
• Analytical mindset with a KPI-driven approach.

Responsibilities

• Lead a team of collections agents focused on digital payment recovery.
• Coach agents to guide customers toward immediate online payment.
• Monitor KPIs like online payment conversion rate and same-day collection rate.
• Collaborate with IT, Finance, Product to improve payment links and user journey.
• Ensure compliant and customer-friendly collection practices and resolve escalations.

Skills

Leadership

Negotiation

Digital payments

Customer communication

Analytics / KPI

Escalation handling

Decision making

Tools

CRM systems

Dialers

Payment platforms

Job description

DHL Express Malaysia is seeking a confident Team Leader to guide a group of collections agents focused on driving instant online payments via digital channels. You will coach staff, monitor critical KPIs, and collaborate with IT, Finance, and Product to improve payment links and user journeys.

In this role, you balance firm collections with positive customer experience, ensure regulatory and policy compliance, and deliver actionable insights that boost straight-through digital collections.