Recovery Manager

MERCANTILE SHARED SERVICES SDN. BHD.; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A financial services company in Petaling Jaya is seeking a Senior Manager for Debt Recovery, responsible for overseeing debt recovery operations and managing delinquent accounts. The role involves developing effective recovery strategies, ensuring compliance with Bank Negara Malaysia guidelines, and leading recovery teams. Candidates should have 8-12 years of banking collections experience, with a strong understanding of lending and recovery processes. This position requires exceptional leadership, communication, and analytical skills, along with a Bachelor's degree in a relevant field.

Qualifications

• 8-12 years' experience in banking collections or recovery.
• 3-5 years in a senior managerial position.
• Strong understanding of restructuring and recovery processes.

Responsibilities

• Oversee the debt recovery operations.
• Develop and implement debt recovery strategies.
• Supervise daily operations and external collection agencies.
• Track portfolio trends and report recovery effectiveness.
• Lead and develop a team of Recovery Managers and staff.
• Coordinate with Business Units and external stakeholders.

Skills

Leadership

Communication

Negotiation

Analytical skills

Problem-solving

Education

Bachelor's Degree in Finance, Banking, Business Administration, Accounting, or Law

Tools

Recovery systems

Management Information Systems (MIS)

Credit risk tools

Job description

The Senior Manager – Debt Recovery is responsible for overseeing the bank’s debt recovery operations, including the management of delinquent, non-performing, and written-off accounts. The role focuses on developing and executing effective recovery strategies, ensuring full compliance with Bank Negara Malaysia (BNM) and internal credit policies, and leading recovery teams and external agencies to optimize collection performance while maintaining customer relationship integrity.

Key Responsibilities

1. Strategic Management

• Formulate and implement comprehensive debt recovery strategies for all loan portfolios (Retail, SME, and Corporate).
• Set and monitor recovery targets in line with the bank’s NPL (Non‑Performing Loan) reduction goals.
• Oversee the segmentation of accounts for internal recovery, external agencies, and legal action.
• Develop predictive and preventive strategies to minimize delinquency and enhance early‑stage collections.

2. Operational Leadership

• Supervise the daily operations of the Debt Recovery Department, ensuring timely and efficient follow‑up on delinquent accounts.
• Manage and evaluate external collection agencies and legal firms to ensure high recovery performance and compliance with bank policies.
• Approve settlement proposals, restructuring requests, and repayment arrangements according to delegation of authority.
• Lead complex recovery negotiations, including large exposures and sensitive client cases.
• Ensure full adherence to BNM guidelines, PDPA, and internal compliance frameworks in all recovery activities.
• Work closely with the Legal Department on litigation cases, foreclosure, and bankruptcy proceedings.
• Review and update recovery procedures, policies, and documentation to align with regulatory requirements and best practices.
• Monitor recovery‑related risks and recommend mitigation strategies to management.

4. Performance Monitoring & Reporting

• Track and analyze portfolio trends, delinquency ratios, and recovery effectiveness.
• Prepare monthly and quarterly performance reports for management and regulatory submission.
• Identify underperforming portfolios and recommend corrective action plans.
• Utilize analytics and MIS tools to enhance data‑driven decision‑making in recovery operations.

5. People Management

• Lead, coach, and develop a team of Recovery Managers, Officers, and Support Staff.
• Conduct performance appraisals, identify training needs, and ensure continuous professional development.
• Foster a results‑oriented, compliant, and ethical work culture within the department.

6. Stakeholder Collaboration

• Coordinate with Business Units, Credit Risk, Legal, Compliance, and Finance to support the end‑to‑end recovery process.
• Liaise with external stakeholders including debt collection agencies, solicitors, insolvency practitioners, and government authorities.

Qualifications & Requirements

Education: Bachelor’s Degree in Finance, Banking, Business Administration, Accounting, or Law.

Experience: Minimum 8–12 years’ experience in banking collections or recovery, with at least 3–5 years in a senior managerial role.

Knowledge

• Strong understanding of retail and SME lending, restructuring, and recovery processes.
• Sound knowledge of BNM guidelines, Consumer Credit Act, and civil recovery procedures.

Skills

• Excellent leadership, communication, and negotiation skills.
• Strong analytical, decision‑making, and problem‑solving ability.
• Proficiency in recovery systems, MIS, and credit risk tools.
• Ability to handle high‑value or sensitive accounts professionally.