Head of Collection

Tap Growth ai; Klang City; On-site; MYR 180,000 - 280,000; Full time

Job summary

Tap Growth ai seeks a Head of Collection to lead a 25-person team handling pre-due to late-stage collections in a Malaysian financial services group. Based in Kuala Lumpur, the role focuses on reducing NPLs, driving KPI performance, and ensuring compliance with PDPA, BNM guidelines, and Hire Purchase Act.

The incumbent will develop segmented recovery strategies, oversee field collections, and collaborate with Recovery, Loans, Finance and Legal teams to secure favorable settlements and

Qualifications

• Bachelor's Degree in Business Administration, Finance, Economics, or related field.
• 5-8 years of progressive collections/credit recovery experience with 3-5 years in a managerial capacity.
• Proven track record leading large teams in a fast-paced financial institution or licensed moneylender.
• Strong knowledge of Malaysian lending regulations including BNM, Hire Purchase Act, Moneylenders Act, and PDPA.
• Ability to analyze portfolio data, identify trends, and implement data-driven recovery strategies.
• Excellent leadership, interpersonal, and negotiation skills with high emotional intelligence.
• Fluent in Bahasa Malaysia and English; Mandarin proficiency is an advantage.

Responsibilities

• Lead, coach, and manage a team of ~25 collection staff across delinquency buckets.
• Set, monitor, and achieve monthly and quarterly collection KPIs including roll and cure rates.
• Develop segmented collection strategies aligned to risk profiles and buckets.
• Oversee field collection, skip tracing, legal referrals, and repossession in compliance.
• Collaborate with Recovery, Loan Origination, Finance and Legal teams on high-risk accounts.
• Conduct performance reviews, coaching sessions, and training for staff.
• Prepare and present collection dashboards, NPL reports, and recovery trend analyses.
• Negotiate with external agencies and legal counsel to maximize recovery outcomes.
• Ensure adherence to PDPA, BNM guidelines, and internal policies.
• Continuously review and improve SOPs, scripts, workflows, and digital engagement.

Skills

Team leadership

Debt collection

Negotiation

Regulatory compliance

Data analysis

Stakeholder management

Performance management

Bahasa Malaysia

Education

Bachelor's Degree in Business Administration, Finance, Economics, or related field

Job description

Our client isa Malaysian financial services company that primarily provides hire purchase financing for used motor vehicles. It also operates a secondary business division focused on the trading and wholesaling of home furniture.

About The Role:

The Head of Collection is a senior leadership role responsible for overseeing and directing the full spectrum of debt collection activities for the organization's consumer and/or commercial loan portfolio. Based in Pudu, Kuala Lumpur, this role manages a team of approximately 25 collection officers and team leaders, driving recovery performance, compliance, and continuous process improvement. The incumbent will play a pivotal role in minimizing non-performing loans (NPLs) and ensuring sustainable portfolio health.

Key Responsibilities:

• Lead, coach, and manage a team of ~25 collection staff including team leaders, negotiators, and field officers across all delinquency buckets (pre-due, early, mid, and late-stage collections).
• Set, monitor, and achieve monthly and quarterly collection KPIs including roll rates, Cure rates, Impairment movement and promise-to-pay (PTP) fulfillment.
• Develop and implement segmented collection strategies aligned to customer risk profiles and delinquency buckets.
• Oversee field collection operations, skip tracing, legal referrals, and repossession activities in compliance with Hire Purchase Act and relevant regulatory guidelines.
• Collaborate with Recovery (Repo) , Loan Origination (business) , Finance and L egal teams to elevate and resolve high-risk accounts and negotiate payment arrangements.
• Conduct regular performance reviews, coaching sessions, and training programs to upskill collection officers in negotiation, compliance, and digital tools.
• Prepare and present collection performance dashboards, NPL reports, and recovery trend analyses to senior management.
• Manage and negotiate with external collection agencies, repossession agents, and legal counsel to maximize recovery outcomes.
• Ensure all collection activities adhere to the Personal Data Protection Act (PDPA), Bank Negara Malaysia (BNM) fair-debt collection practices, and internal policies.
• Continuously review and improve collection SOPs, call scripts, workflow systems, and digital engagement strategies.

Key Qualifications & Expertise:

• Minimum Bachelor's Degree in Business Administration, Finance, Economics, or any other related field.
• Minimum 5-8 years of progressive experience in collections, credit recovery, or related financial services roles, with at least 3–5 years in a managerial/leadership capacity.
• Proven track record of leading large teams (20+ staff) in a fast-paced financial institution, fintech, or licensed moneylender environment.
• Strong knowledge of Malaysian lending regulations including BNM guidelines, Hire Purchase Act, Moneylenders Act 1951, and PDPA 2010.
• Demonstrated ability to analyse portfolio data, identify trends, and implement data-driven recovery strategies.
• Excellent leadership, interpersonal, and negotiation skills with high emotional intelligence.
• Fluent in Bahasa Malaysia and English; proficiency in Mandarin or other local dialects is an advantage.