Recovery Manager: Negotiation & Client Relations Lead

P&A Smart Solution (M) Sdn. Bhd.; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

P&A Smart Solution (M) Sdn. Bhd. is seeking a Recovery Manager (Negotiation & Customer Management) to lead a high-performing team of Recovery Agents, conduct monthly performance reviews, and build strong relationships with clients.

You will analyze internal and external reports, interview candidates, coach staff, oversee complex recovery cases, and ensure targets and service standards are achieved in a fast-paced, target-driven environment.

Qualifications

• Minimum 1 year of experience in debt collection, with proven leadership experience.

Responsibilities

• Conduct monthly performance reviews and provide constructive feedback to drive team performance.
• Build and maintain strong, long-term relationships with clients.
• Analyze internal and external reports to monitor performance, key metrics, and industry trends.
• Interview and assess Recovery Agent candidates, providing hiring recommendations when required.
• Coach, mentor, and develop Recovery Agents by identifying performance gaps and implementing improvement plans.
• Review non-performing accounts, assist with complex recovery cases, and allocate severely delinquent accounts to in-house or Field Recovery Officers.
• Investigate and resolve disputed accounts and customer complaints through thorough research and effective communication.
• Lead, motivate, and manage a high-performing recovery team while ensuring operational targets and service standards are achieved.
• Prioritize multiple responsibilities across a high-volume and complex portfolio.
• Support management with special projects and other ad hoc assignments as required.

Skills

Leadership

Communication

Analytical thinking

Problem-solving

Team development

Time management

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

P&A Smart Solution (M) Sdn. Bhd. is seeking a Recovery Manager (Negotiation & Customer Management) to lead a high-performing team of Recovery Agents, conduct monthly performance reviews, and build strong relationships with clients.

You will analyze internal and external reports, interview candidates, coach staff, oversee complex recovery cases, and ensure targets and service standards are achieved in a fast-paced, target-driven environment.