Operations Lead — Collections & Customer Service

Monee; Kuala Lumpur; On-site; MYR 287,000 - 415,000; Full time

Job summary

Monee is seeking an experienced Operations Lead for Monee SG (ShopeePayLater) to head KYC, Collections and Customer Service teams, driving performance and professional development.

You will shape operational strategy, KPIs, and processes to improve recovery rates, service quality, and efficiency, while managing budgets and mitigating operational risks in a fast-growing digital payments environment.

Qualifications

• Bachelor’s degree required in Business, Finance, Management or related field.
• 8+ years of relevant experience in call centre operations, collections management, customer service, or related field.
• 3+ years of people leadership experience, preferably managing 30–50 staff.

Responsibilities

• Lead, develop, and provide direction to the KYC, Collections and Customer Service teams, driving strong performance, engagement, and professional development.
• Develop and execute operational strategies to improve collections effectiveness, customer service quality, and overall operational efficiency.
• Establish KPIs, monitor performance, identify gaps, and implement improvement plans.
• Develop and implement collections strategies to improve recovery rates, reduce overdue accounts, and optimize debt recovery outcomes.
• Ensure high standards of customer service, including effective management of customer complaints and escalated cases.
• Continuously review and improve collections and customer service workflows to enhance productivity, service quality, and customer experience.
• Analyze operational data and performance trends to identify opportunities, diagnose issues, and provide actionable recommendations to management.
• Establish and maintain effective operational policies, procedures, and internal controls.
• Manage departmental budgets and identify opportunities to optimize costs while maintaining service quality.
• Lead the resolution of major operational issues and develop contingency plans to minimize service disruption and operational risks.

Skills

Leadership

Stakeholder management

Analytical skills

Communication

Negotiation

Escalation management

CRM systems

Data analytics

Education

Bachelor's degree in Business/ Finance/ Management

Tools

CRM systems

Collections or call centre software

Job description

Monee is seeking an experienced Operations Lead for Monee SG (ShopeePayLater) to head KYC, Collections and Customer Service teams, driving performance and professional development.

You will shape operational strategy, KPIs, and processes to improve recovery rates, service quality, and efficiency, while managing budgets and mitigating operational risks in a fast-growing digital payments environment.