Manager, Collection & Recovery

Rex Management Services Sdn Bhd; Kuching; On-site; MYR 100,000 - 150,000; Full time

Job summary

A financial services company in Malaysia is seeking a Collections Manager. This role involves developing and implementing collection and recovery strategies, leading a team, and ensuring compliance with legal standards. The ideal candidate will have over 5 years of experience in credit collection with strong leadership skills and a degree in a related field.

Qualifications

• Minimum 5 - 8 years’ relevant experience in credit collection and recovery.
• At least 3 years in a managerial role.
• Strong knowledge of legal recovery processes and regulatory requirements.

Responsibilities

• Develop and implement collection and recovery strategies.
• Lead a team of collection managers and recovery agents.
• Manage end-to-end recovery of charged-off accounts.

Skills

Leadership

Negotiation

Analytical skills

Conflict resolution

Education

Bachelor’s degree in Finance, Business, or Economics

Job description

Develop and implement collection and recovery strategies aligned with company objectives and risk appetite.

Lead, coach, and motivate a team of collection managers, officers, and recovery agents to achieve collection targets.

Drive continuous improvement in collection efficiency, recovery processes, and customer experience.

2. Collection Management

Oversee early, mid, and late-stage collections across all product lines.

Develop effective dunning strategies including call management, SMS/email reminders, digital collection tools, and field visits.

Monitor repayment arrangements and renegotiation of delinquent accounts to maximize recoveries while maintaining customer relationships.

Establish escalation procedures for high-risk and repeat delinquency cases.

Implement advanced analytics to segment delinquent customers, identify risk trends, and optimize treatment strategies.

Ensure effective utilization of collection systems, MIS tools, and automation to drive efficiency.

Develop productivity benchmarks (e.g., call-to-collection ratios, promise-to-pay kept ratios) for collection teams.

Conduct regular performance reviews of collection agencies, setting KPIs and Service Level Agreements (SLAs).

3. Recovery Management

Manage end-to-end recovery of charged-off and written-off accounts through in-house efforts, external agencies, and legal actions.

Build strong working relationships with panel lawyers, auctioneers, and external collection partners.

Ensure cost-effective recovery efforts with measurable ROI.

4. Governance & Compliance

Ensure all collection and recovery activities comply with regulatory standards, fair debt collection practices, and internal policies.

Develop and maintain Standard Operating Procedures (SOPs) for collection and recovery operations.

Oversee audit findings, risk issues, and implement corrective actions.

Act as the key liaison between operations, legal, finance, and external stakeholders (lawyers, agencies, regulators) on collection and recovery matters.

Others

• Any other duties to be assigned by superior/senior management from time to time.

Key Requirements

Bachelor’s degree in Finance, Business, Economics, or related field.

Minimum 5 -8 years’ relevant experience in credit collection and recovery, with at least 3 years in a managerial role.

Strong knowledge of legal recovery processes, insolvency frameworks, and regulatory requirements.

Proven track record in developing and implementing successful collection and recovery strategies.

Excellent leadership, negotiation, and conflict resolution skills.

Data-driven with strong analytical and reporting capabilities.

Strategic thinker with a proactive and results-driven approach.

Application Questions

• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Collections Manager?
• Do you have credit collections experience?
• How many years' experience do you have as a manager / team lead?