Head of Collections, Retail Portfolio

OCBC Malaysia; Malaysia; On-site; MYR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits

Professional development

Wellbeing programs

Job summary

OCBC Malaysia is seeking a Senior Leader to head Retail Collections, overseeing delinquency management, NPL recovery, and governance across Consumer Financial Services and Emerging Business portfolios in Malaysia. The role emphasizes minimizing delinquency, regulatory compliance, and optimizing collection capabilities.

The incumbent will manage the Malaysia Collection Hub, drive continuous improvements, and lead a high-performing team in a complex, regulated environment with a focus on

Qualifications

• Strong knowledge and hands-on experience in Collections and Recovery processes.
• Knowledge and practical experience of litigation processes and regulatory requirements.
• Practical knowledge of loans products, collections and recovery systems.
• Experience in credit underwriting and risk.

Responsibilities

• Lead end-to-end collections management for Consumer and Emerging Business portfolios including early delinquency, prevention, recovery, and rehabilitation.
• Drive collection strategy by managing delinquency, NPL, write-offs, and provisions within risk appetite and budget.
• Oversee preventive collection activities to manage arrears and dormant accounts, reducing delinquencies and losses.
• Drive recovery performance through rehabilitation strategies, restructuring, and exploitation of recovery opportunities.
• Develop data-driven collection strategies to improve efficiency and outcomes; optimize use of Debt Manager System and other tools.
• Lead workforce planning, vendor management, and budget control to sustain high collection performance.
• Ensure compliance with internal policies, Group standards, and regulatory requirements; maintain strong governance and control.

Skills

Collections & Recovery

Litigation knowledge

Loans products knowledge

Credit underwriting

Resource planning

Job description

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.

Lead the Retail Collections portfolio by driving delinquency prevention, collections effectiveness, NPL recovery, and operational excellence while ensuring strong risk governance, regulatory compliance, and sustainable portfolio performance.

Role Purpose

Lead the Bank’s Retail Collections function, overseeing delinquency management, collections strategy, recovery performance, and operational effectiveness across Consumer Financial Services and Emerging Business portfolios. The role is responsible for minimizing delinquency, Non-Performing Loans (NPLs), and credit losses while ensuring strong governance, regulatory compliance, and customer-centric collections practices. The incumbent will also oversee the Malaysia Collection Hub and drive continuous improvements in collection capabilities, systems, and workforce effectiveness.

Key Responsibilities

1. Portfolio & Collections Management

• Lead end-to-end collections management for Consumer and Emerging Business portfolios across early delinquency, prevention, recovery, and rehabilitation activities.
• Drive portfolio performance by managing delinquency, NPL, write-off, and Specific Provision (SP) levels within approved risk appetite and budget.
• Establish and execute collection strategies to improve recovery rates and portfolio outcomes.

2. Prevention & Early Delinquency Management

• Oversee preventive collection activities to proactively manage arrears, excesses, overdue, and dormant accounts before migration into NPL.
• Monitor portfolio trends and emerging risks, implementing targeted interventions to reduce delinquencies and future credit losses.
• Lead the Malaysia Collection Hub to ensure effective management of early-stage delinquent accounts.

3. Recovery & Rehabilitation

• Drive recovery performance through rehabilitation strategies, restructuring solutions, cooperative exits, and security enforcement actions.
• Review recovery effectiveness and implement initiatives to maximize collections, reduce NPL stock, and optimize write-backs of provisions.
• Exercise approval authority on NPL-related credit and operational matters, debt abandonment, provisions, and write-offs within delegated authority limits.

4. Collections Strategy & Operations

• Develop and execute data-driven collection strategies to improve operational efficiency and customer outcomes.
• Optimize the use of collection systems and digital capabilities, including the Debt Manager System.
• Oversee workforce planning, capacity management, vendor performance, operating expenses, and resource optimization.
• Support business initiatives, product launches, and portfolio growth strategies by providing collections and recovery expertise.

5. Risk Governance & Compliance

• Ensure adherence to all internal policies, Group standards, BNM requirements, regulatory expectations, compliance, and information security standards.
• Maintain a strong control environment and achieve satisfactory outcomes from Credit Risk Reviews (CRR), internal audits, and regulatory examinations.
• Lead collections governance, self-assessment programs, and risk mitigation initiatives to strengthen operational resilience.

6. People Leadership & Culture

• Lead and develop a high-performing collections organization through coaching, talent development, succession planning, and performance management.
• Foster a culture of accountability, customer focus, continuous improvement, and operational excellence.
• Support employee engagement initiatives and drive improvements in staff engagement and capability-building.

Key Success Measures

• Delinquency and NPL ratios
• Specific Provision and credit loss performance
• Recovery and rehabilitation outcomes
• Collections effectiveness and operational productivity
• Audit, compliance, and regulatory results
• Employee engagement and talent development
• Expense and capacity management

Job Requirements

• Strong knowledge and hands-on experience in Collections and Recovery process.
• Knowledge and practical experience of litigation process as well as the regulatory requirements.
• Practical knowledge and experience on loans products, collections and recovery systems.
• Practical knowledge and experience in credit underwriting and risk.
• Experience in establishing plans, processes and managing resources.

What we offer

• Competitive base salary.
• A suite of holistic, flexible benefits to suit every lifestyle.
• Community initiatives.
• Industry-leading learning and professional development opportunities.
• Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.

As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly-owned subsidiary, Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.