Recovery Manager

Mercantile Shared Services; Selangor; On-site; MYR 120,000 - 180,000; Full time

Job summary

A leading financial services provider in Malaysia is seeking a Senior Manager – Debt Recovery to oversee its debt recovery operations. This role includes formulating effective recovery strategies, managing delinquent accounts, and leading recovery teams to optimize collection performance. The ideal candidate will have significant experience in banking collections, strong leadership skills, and a deep understanding of recovery processes. Applicants should hold a relevant Bachelor's degree and possess excellent communication and analytical skills.

Qualifications

• Minimum 8–12 years’ experience in banking collections or recovery.
• At least 3–5 years in a senior managerial role.
• Strong understanding of retail and SME lending, restructuring, and recovery processes.

Responsibilities

• Oversee the bank’s debt recovery operations.
• Develop and execute recovery strategies.
• Supervise daily operations of the Debt Recovery Department.
• Lead and develop a team of Recovery Managers and Officers.
• Coordinate with external stakeholders including debt collection agencies.

Skills

Leadership

Communication

Negotiation

Analytical skills

Problem-solving

Education

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

Tools

Recovery 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.