Senior Manager, Collection and Recovery

Hireon; Kuala Lumpur; Sur place; MYR 180 000 - 240 000; Plein temps

Résumé du poste

Hireon is seeking a Senior Manager, Collection and Recovery to lead strategy, planning, and execution across Malaysia. You will minimize credit losses, maximize recoveries, and ensure compliance while guiding a 20-person team through early to late-stage collections and recovery programs.

You will develop dunning, oversee partner relations, and drive KPI-based performance with a focus on risk management and customer experience.

Qualifications

• Bachelor’s degree in Finance, Business, Economics, or related field.
• 10–12 years in credit collection and recovery, with at least 5 years in a managerial role.
• Strong leadership, negotiation, and analytical capabilities.
• Experience with collection systems, MIS tools, and process automation.

Responsabilités

• Develop and implement collection and recovery strategies aligned with company objectives and risk appetite.
• Lead, coach, and motivate a team of collection managers, officers, and recovery agents to achieve targets.
• Oversee end-to-end collection and recovery, including legal actions where required.
• Ensure regulatory compliance and maintain SOPs for collection operations.
• Provide detailed reporting on delinquency trends, recovery performance, and ROI to senior management.

Connaissances

Leadership

Negotiation

Conflict resolution

Analytics

Reporting

Strategy development

Formation

Bachelor's degree in Finance, Business, Economics, or related field

Outils

Collection systems

MIS tools

Automation

Description du poste

The Senior Manager, Collection and Recovery will lead the overall strategy, planning, and execution of collection and recovery activities. The role is responsible for minimizing credit losses, maximizing recoveries, and ensuring effective management of delinquent and non-performing accounts, while maintaining compliance with regulatory requirements and organizational policies.

Responsibilities

• Key Responsibilities
• Develop and implement collection and recovery strategies aligned with company objectives and risk appetite.
• Lead, coach, and motivate a team of collection managers, officers, and recovery agents to achieve collection targets.
• Drive continuous improvement in collection efficiency, recovery processes, and customer experience.
• 2. Collection Management
• Oversee early, mid, and late-stage collections across all product lines.
• Develop effective dunning strategies including call management, SMS/email reminders, digital collection tools, and field visits.
• Monitor repayment arrangements and renegotiation of delinquent accounts to maximize recoveries while maintaining customer relationships.
• Establish escalation procedures for high-risk and repeat delinquency cases.
• Implement advanced analytics to segment delinquent customers, identify risk trends, and optimize treatment strategies.
• Ensure effective utilization of collection systems, MIS tools, and automation to drive efficiency.
• Develop productivity benchmarks (e.g., call-to-collection ratios, promise-to-pay kept ratios) for collection teams.
• Conduct regular performance reviews of collection agencies, setting KPIs and Service Level Agreements (SLAs).
• 3. Recovery Management
• Manage end-to-end recovery of charged-off and written-off accounts through in-house efforts, external agencies, and legal actions.
• Build strong working relationships with panel lawyers, auctioneers, and external collection partners.
• Ensure cost-effective recovery efforts with measurable ROI.
• 4. Governance & Compliance
• Ensure all collection and recovery activities comply with regulatory standards, fair debt collection practices, and internal policies.
• Develop and maintain Standard Operating Procedures (SOPs) for collection and recovery operations.
• Oversee audit findings, risk issues, and implement corrective actions.
• 5. Stakeholder Engagement & Reporting
• Partner with Business Development, Credit Risk, and Finance teams to balance business growth, risk, and recoveries.
• Provide detailed and timely reporting to senior management on:
• Portfolio quality and delinquency trends
• Roll rates and collection effectiveness
• Recovery performance and legal case status
• Provisions, write-offs, and net credit loss impact
• Present insights and recommendations to management to support decision-making on credit policy, risk appetite, and portfolio management.
• Act as the key liaison between operations, legal, finance, and external stakeholders (lawyers, agencies, regulators) on collection and recovery matters.

Qualifications

• Key Requirements
• Bachelor’s degree in Finance, Business, Economics, or related field.

Required Skills

• Minimum 10 - 12 years’ relevant experience in credit collection and recovery, with at least 5 years in a managerial role.
• Strong knowledge of legal recovery processes, insolvency frameworks, and regulatory requirements.
• Proven track record in developing and implementing successful collection and recovery strategies.
• Excellent leadership, negotiation, and conflict resolution skills.
• Data-driven with strong analytical and reporting capabilities.
• Strategic thinker with a proactive and results-driven approach.

Preferred Skills

• Additional note for Senior Manager, Collection and Recovery role:
• This role is responsible for overseeing the Collection & Recovery team across Malaysia (Sarawak, Sabah, KL, Penang, etc.), currently approximately 20 subordinates.
• Candidate should ideally have 10–12 years of relevant B2C Collection & Recovery experience, including at least 5 years of managerial experience with strategic responsibility and team leadership, rather than only managing an individual portfolio.
• Moving forward, shall ensure shortlisted candidates demonstrate relevant/proven track records, team collaboration, leadership capabilities and ability to work effectively with colleagues and subordinates, that these factors are assessed consistently across all candidates.