Manager/ Assistant Manager, Collections Governance

Kredibridge Sdn Bhd; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

Kredibridge Sdn Bhd is seeking a Collections Governance Manager to establish and monitor governance across collections activities, including dialler operations, controls, and reporting. The role ensures adherence to policies, regulatory expectations, and internal risk standards while aligning with business objectives.

The position oversees training, stakeholder management, and continuous improvement of governance processes to support compliant and effective collections operations.

Qualifications

• Diploma or Bachelor's Degree in any field; 5+ years of related work experience preferred.

Responsibilities

• Develop, implement, and maintain collections governance frameworks, policies, procedures, standards, and operating guidelines.
• Oversee dialler operations, ensuring alignment with approved strategies and compliance with policies and regulations.
• Design and maintain monitoring mechanisms for governance, controls, and compliance; prepare dashboards and reports for senior management.
• Plan, deliver, and track collections-related training for staff and support functions.
• Coordinate with cross-functional teams to resolve dialler issues and improve campaign performance.
• Provide guidance to stakeholders on governance requirements and escalation of material issues.
• Set priorities, monitor performance, and ensure timely completion of governance reviews and actions.

Education

Diploma or Bachelor's Degree in any field

Job description

The Collections Governance Manager is responsible for establishing, maintaining, and monitoring the governance framework for collections activities. The role ensures that collections strategies, processes, controls, reporting, and customer contact practices operate in line with approved policies, regulatory expectations, internal risk standards, and business objectives. This role also provides oversight of the Auto Dialler Administrator function, ensuring dialler campaigns, contact strategies, call rules, exclusion lists, and operational controls are properly governed, monitored, and aligned with collections priorities. The role also oversees, prepares, and conducts collections-related training to ensure team members understand approved policies, procedures, contact standards, governance controls, system usage, and compliance expectations.

Collections Governance

• Develop, implement, and maintain collections governance frameworks, policies, procedures, standards, and operating guidelines.
• Ensure collections activities are conducted in accordance with applicable regulatory requirements, internal policies, customer treatment standards, and approved risk appetite.
• Establish controls for collections processes, including account allocation, contact strategy, escalation, exception handling, approvals, and remediation.
• Review and enhance collections procedures to improve governance discipline, operational consistency, and audit readiness.
• Monitor adherence to collections policies and identify gaps, control weaknesses, and process improvement opportunities.
• Maintain governance documentation, approval records, control evidence, and issue logs for management and audit review.

Auto Dialler Oversight

• Oversee the Auto Dialler Administrator and ensure dialler operations are aligned with approved collections strategies and business priorities.
• Govern dialler campaign setup, segmentation, call pacing, retry rules, contact windows, suppression lists, exclusion rules, and campaign prioritization.
• Ensure dialler activities comply with customer contact policies, consent requirements, data protection standards, and any applicable regulatory restrictions.
• Review dialler performance reports, including contact rates, right-party contact rates, abandonment rates, agent utilization, call outcomes, and campaign effectiveness.
• Coordinate with Collections Operations, IT, Analytics, Risk, and Compliance teams to resolve dialler issues and improve campaign performance.
• Ensure changes to dialler rules, campaign logic, and customer treatment strategies are properly reviewed, approved, documented, and tested.

Monitoring, Controls, And Reporting

• Design and maintain monitoring mechanisms to track collections governance, control effectiveness, and operational compliance.
• Prepare regular governance reports, dashboards, and performance updates for senior management and relevant committees.
• Track key collections metrics, including delinquency movement, roll rates, cure rates, recovery performance, productivity, contact effectiveness, and exception trends.
• Conduct periodic reviews of collections activities to identify conduct risk, compliance breaches, operational gaps, or adverse customer outcomes.
• Maintain issue trackers, perform root cause analysis, and follow up on corrective action plans until closure.
• Support internal audits, compliance reviews, regulatory reviews, and management assurance activities.

Training, Capability Building, And Knowledge Management

• Oversee the planning, preparation, and delivery of collections-related training for relevant collections staff and support functions.
• Conduct training on collections policies, procedures, governance requirements, customer contact standards, dialler controls, escalation protocols, and compliance expectations.
• Prepare training materials, briefing notes, process guides, refresher modules, and knowledge-sharing content to support consistent execution across the collections function.
• Coordinate with Collections Operations, Compliance, Risk, HR, and Training teams to ensure training content remains current, practical, and aligned with approved policies and regulatory expectations.
• Track training completion, learning gaps, attendance records, and post-training feedback, and recommend follow-up actions where capability gaps are identified.
• Provide targeted coaching or refresher sessions when monitoring reviews, audit findings, complaints, or operational issues indicate a need for improved understanding or execution.

Stakeholder Management

• Partner with Collections Operations to ensure governance requirements are practical, embedded, and consistently applied.
• Work with Compliance, Risk, Legal, IT, Analytics, and Vendor Management teams on policy interpretation, control design, system enhancements, and issue resolution.
• Provide guidance to business stakeholders on collections governance requirements and control expectations.
• Escalate material governance issues, control failures, and emerging risks to management in a timely manner.
• Support change initiatives affecting collections strategy, dialler operations, workflow systems, reporting, and customer contact practices.

Team And People Oversight

• Set work priorities and performance expectations for the Auto Dialler Administrator.
• Review the quality, accuracy, and timeliness of dialler administration outputs.
• Provide coaching and guidance on campaign governance, documentation standards, control checks, and issue escalation.
• Promote a culture of accountability, compliance, operational discipline, and customer-focused collections practices.

Performance & Targets

• Timely completion of collections governance reviews, control checks, and required management reporting within agreed timelines.
• Reduction in repeat control gaps, policy breaches, audit findings, and unresolved governance issues across collections activities.
• Accuracy and effectiveness of dialler campaign governance, including proper setup, approved rule changes, compliant contact practices, and timely resolution of dialler exceptions.
• Timely closure of corrective action plans, issue remediation items, audit actions, and compliance review findings within agreed target dates.
• Completion and effectiveness of collections-related training, including training coverage, attendance, refresher sessions, and improvement in identified capability gaps.

To be eligible for the role, you are require to:

• Diploma or Bachelor's Degree in any field.
• At least 5 year(s) of working experience in the related field is required for this position.

What can I earn as a Collections Manager