Head of Collections

Monee; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

Monee in Kuala Lumpur, Malaysia, seeks a Senior Collections Manager to lead a team of collections agents, develop strategies, and optimize performance. You will collaborate across departments, ensure regulatory compliance, and drive process improvements.

The role requires strong leadership, analytical skills, and a track record in collections management. Excellent negotiation and communication abilities are essential for maintaining client relationships and delivering results.

Qualifications

• Bachelor's degree in finance, accounting, or related field.
• 7+ years of experience in collections management.
• Strong knowledge of collections practices, regulations, and industry trends.
• Excellent communication and negotiation skills, with a proven ability to build and maintain positive relationships with clients.
• Strong analytical and problem-solving skills, with a demonstrated ability to develop and implement effective collections strategies.
• Experience managing a team of collections specialists.

Responsibilities

• Lead, coach, and motivate a team of collections agents to meet individual and team goals.
• Develop and implement collection strategies, policies, and procedures.
• Monitor and evaluate collections performance metrics and take action as needed.
• Conduct regular performance reviews and provide feedback and training plans.
• Collaborate with customer service, sales, and credit to streamline processes.
• Ensure compliance with laws and company policies; stay updated on industry trends.
• Handle escalated inquiries and complex cases with timely resolutions.
• Prepare reports and presentations on collections performance for management.
• Identify opportunities for process improvements and automation with stakeholders.
• Maintain accurate records of collections activities and data confidentiality.

Skills

Leadership

Coaching

Negotiation

Communication

Analytical

Problem solving

Team management

Relationship building

Education

Bachelor's degree in finance/accounting or related field

Tools

Microsoft Excel

Financial software

Job description

• Lead, coach, and motivate a team of collections agents, providing guidance and support to ensure individual and team goals are met.
• Develop and implement collection strategies, policies, and procedures to minimize delinquency rates and optimize collections efforts.
• Monitor and evaluate collections performance metrics, such as collection rates, recovery rates, and aging reports, and take appropriate action to address any areas of concern.
• Conduct regular performance reviews and provide feedback to collections agents, identifying areas for improvement and implementing training and development plans as needed.
• Collaborate with other departments, such as customer service, sales, and credit, to streamline collections processes and improve overall customer experience.
• Stay updated on industry trends, regulations, and best practices related to collections and ensure compliance with relevant laws and company policies.
• Handle escalated customer inquiries, complaints, and complex cases, ensuring timely and satisfactory resolution.
• Prepare regular reports and presentations on collections performance, providing insights and recommendations to management.
• Identify opportunities for process improvements and automation, working with relevant stakeholders to implement changes that enhance efficiency and effectiveness.
• Maintain accurate records of collections activities, ensuring data integrity and confidentiality.
• Bachelor's degree in finance, accounting, or a related field.
• 7+ years of experience in collections management.
• Strong knowledge of collections practices, regulations, and industry trends.
• Excellent communication and negotiation skills, with a proven ability to build and maintain positive relationships with clients.
• Strong analytical and problem-solving skills, with a demonstrated ability to develop and implement effective collections strategies.
• Experience managing a team of collections specialists.
• Proficiency in Microsoft Excel and other financial software applications.