Head of Digital Collections & Fast Online Payments

DHL Group; Petaling Jaya; On-site; MYR 72,000 - 110,000; Full time

Job summary

DHL Group in Malaysia is seeking a Team Leader for Digital Collections to steer a team of agents handling inbound/outbound calls and emails, with a strong emphasis on fast, successful online payments through digital channels.

You will coach the team to maximize same-day payments, promote online payment methods, and ensure compliant, high-quality customer interactions while optimizing the payment journey.

Qualifications

• Experience leading a collections or payments team.
• Strong ability to drive customers toward online payments.
• Proven track record of achieving KPI targets in collections.
• Understanding of digital payment methods and user journeys.

Responsibilities

• Lead and coach a team of collection agents focused on digital payments.
• Drive online payment adoption via payment links, portals and e-wallets.
• Monitor KPIs: online payment conversion, same-day collection, PTP vs payment.
• Guide customers to complete online payments and handle objections.
• Ensure compliance and uphold customer experience in all interactions.
• Collaborate with IT/Finance/Product to optimize payment flows.

Skills

Leadership

Coaching

Negotiation

Immediate online payments

Digital payments

Analytics & KPIs

Escalation handling

CRM systems familiarity

Tools

CRM systems

Dialers

Payment platforms

Job description

DHL Group in Malaysia is seeking a Team Leader for Digital Collections to steer a team of agents handling inbound/outbound calls and emails, with a strong emphasis on fast, successful online payments through digital channels.

You will coach the team to maximize same-day payments, promote online payment methods, and ensure compliant, high-quality customer interactions while optimizing the payment journey.