Head of Collections & Recovery Strategy

TNG Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

TNG Digital Sdn Bhd in Kuala Lumpur, Malaysia is seeking a Senior Manager, Collections to lead end-to-end collections strategies across delinquency stages, optimise treatment actions, and drive improvements in cure, roll, and recovery performance while ensuring compliance with regulatory standards.

The role requires 12–15+ years in collections or credit operations, including at least 5 years in a senior leadership position.

Qualifications

• Bachelor’s degree or higher in Finance, Business, Economics or related discipline.
• Minimum 12–15+ years of progressive experience including at least 5 years in a senior leadership role in collections, recoveries, or credit operations.

Responsibilities

• Define, own, and drive end-to-end collections strategies across delinquency stages (early, mid, late).
• Lead in-house contact centre and external agencies to achieve KPIs: contact rates, RPC, PTP conversion, productivity, quality.
• Leverage data analytics to prioritise accounts, optimise contact timing and channel mix, and drive AI-enabled improvements.
• Monitor delinquency trends, roll/cure rates, recovery rates, and loss metrics; report to senior management.
• Ensure policy alignment with risk appetite, regulatory expectations (BNM), and ethical debt collection standards.
• Drive customer-centric collections with balance between recovery objectives and affordability; oversee complaint handling.
• Manage vendor performance, KPI setting, and cost-optimisation; balance in-house vs outsourced collections.
• Lead continuous improvement and digital transformation within collections operations; champion segmentation and testing.

Skills

Collections Leadership

Data-Driven Decision Making

Regulatory Compliance

Vendor Management

Education

Bachelor’s degree in Finance, Business, Economics

Job description

TNG Digital Sdn Bhd in Kuala Lumpur, Malaysia is seeking a Senior Manager, Collections to lead end-to-end collections strategies across delinquency stages, optimise treatment actions, and drive improvements in cure, roll, and recovery performance while ensuring compliance with regulatory standards.

The role requires 12–15+ years in collections or credit operations, including at least 5 years in a senior leadership position.