RECOVERY MANAGER (Negotiation & Customer Management)

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

RECOVERY MANAGER (Negotiation & Customer Management)

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.

Requirements

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

Hands-on experience in credit collection is mandatory.

Strong leadership skills with the ability to motivate, coach, and develop teams.

Excellent interpersonal and communication skills, with the ability to build strong relationships with clients and stakeholders.

Strong analytical and problem-solving abilities with sound decision-making skills.

Ability to work effectively in a fast-paced, target-driven environment.

Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.

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P & A Smart Solution (was founded 21 years ago) is a full service, nationwide collection agency. We are certainly among the most innovative companies in our industry today. We welcome career minded candidates who looking for a challenge to apply urgently and fill up the vacancies.