Head of Collection

Hunters International Sdn Bhd; Klang City; On-site; MYR 180,000 - 260,000; Full time

Job summary

Hunters International Sdn Bhd is seeking a Head of Collection to lead a ~25-person team across delinquency buckets in a Malaysian financial services group. The role focuses on reducing NPLs, driving recovery by developing segmented strategies, and ensuring compliance with PDPA, BNM guidelines, and related acts.

The incumbent will manage field operations, engage with external agencies, and present performance dashboards to senior management, while coaching staff and improving processes.

Qualifications

• Bachelor’s degree in business/finance related field.
• 5–8 years in collections with 3–5 years in management.
• Experience leading teams of 20+ staff in financial services.
• Knowledge of Malaysian lending regulations including BNM, Hire Purchase Act, PDPA.

Responsibilities

• Lead a team of ~25 collection staff across delinquency stages.
• Set and monitor monthly/quarterly collection KPIs (roll rates, cure rates, PTP).
• Develop segmented collection strategies by customer risk profiles.
• Oversee field collection, skip tracing, repossession in line with regulations.
• Collaborate with Recovery, Loan Origination, Finance and Legal teams to resolve high-risk accounts.
• Conduct performance reviews, coaching, and training for staff on negotiation and compliance.
• Prepare dashboards, NPL reports, and recovery trend analyses for senior management.
• Manage external agencies and legal counsel to maximise recovery outcomes.
• Ensure PDPA, BNM fair-debt practices and internal policies are followed.
• Continuously review and improve SOPs, scripts, and digital engagement.

Skills

Team leadership

Negotiation

Data-driven decision making

Performance coaching

Regulatory compliance

Education

Bachelor's degree in Business Administration/Finance/Economics

Job description

About The Client:

Our client is a 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 Legal teams to escape 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.

Working Location:

Klang, Selangor