Senior Manager, Collections

TNG Digital Sdn Bhd; Kuala Lumpur; Presencial; MYR 180.000 - 300.000; Jornada completa

Descripción de la vacante

TNG Digital Sdn Bhd in Kuala Lumpur, Malaysia is seeking a Senior Manager, Collections to lead end-to-end collections strategies across delinquency stages, optimise treatment actions, and drive improvements in cure, roll, and recovery performance while ensuring compliance with regulatory standards.

The role requires 12–15+ years in collections or credit operations, including at least 5 years in a senior leadership position.

Formación

• Bachelor’s degree or higher in Finance, Business, Economics or related discipline.
• Minimum 12–15+ years of progressive experience including at least 5 years in a senior leadership role in collections, recoveries, or credit operations.

Responsabilidades

• Define, own, and drive end-to-end collections strategies across delinquency stages (early, mid, late).
• Lead in-house contact centre and external agencies to achieve KPIs: contact rates, RPC, PTP conversion, productivity, quality.
• Leverage data analytics to prioritise accounts, optimise contact timing and channel mix, and drive AI-enabled improvements.
• Monitor delinquency trends, roll/cure rates, recovery rates, and loss metrics; report to senior management.
• Ensure policy alignment with risk appetite, regulatory expectations (BNM), and ethical debt collection standards.
• Drive customer-centric collections with balance between recovery objectives and affordability; oversee complaint handling.
• Manage vendor performance, KPI setting, and cost-optimisation; balance in-house vs outsourced collections.
• Lead continuous improvement and digital transformation within collections operations; champion segmentation and testing.

Conocimientos

Collections Leadership

Data-Driven Decision Making

Regulatory Compliance

Vendor Management

Educación

Bachelor’s degree in Finance, Business, Economics

Descripción del empleo

# Senior Manager, *Collections*NEWKuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* 1. Collections Strategy & Leadership* Define, own, and drive end-to-end collections strategies across delinquency stages:* Early collections (soft reminders, digital nudges)* Mid-stage (structured repayment engagement)* Late-stage / recovery (intensive collections, restructuring, settlement)* Implement segmentation strategies (risk tiers, behavioural patterns, balance exposure) to optimise treatment actions* Drive improvements in cure rates, roll rates, and recovery performance in line with business targets* 2. Operations Leadership & Governance* Provide executive leadership and governance across end-to-end collections operations, including:* In-house contact centre (inbound/outbound collections)* External collection agencies and vendors (if applicable)* Ensure delivery of operational KPIs:* Contact rates, right-party contact (RPC)* Promise-to-pay (PTP) conversion rates* Agent productivity and quality scores* Direct workforce planning, capacity strategy, and cost optimisation at portfolio scale* 3. Data-Driven & AI-Enabled Collections* Leverage data analytics to:* Prioritise accounts (propensity-to-pay, risk segmentation)* Optimise contact strategies (timing, frequency, channel mix)* Drive adoption of digital and AI capabilities:* Automated reminders (SMS, app push, email)* Smart dialers and AI-driven call routing* Chatbots and self-service repayment solutions* Collaborate with Risk Modelling and Data teams to embed predictive models into collections workflows* 4. Portfolio Monitoring & Performance Management* Monitor and analyse collections performance metrics:* Delinquency trends (DPD buckets)* Roll rates and cure rates* Recovery rates and loss metrics* Identify emerging risks and operational gaps, and implement corrective actions* Produce regular performance reporting for senior management* 5. Policy Alignment & Compliance* Ensure collections practices are aligned with:* Credit risk policies and risk appetite* BNM regulatory expectations* Responsible and ethical debt collection standards* Implement and enforce governance on:* Restructuring and repayment plans* Settlement and write-off processes* Maintain audit-ready documentation and support internal/external reviews* 6. Customer Experience & Fair Treatment* Ensure collections practices are conducted in a customer-centric and ethical manner* Balance recovery objectives with customer affordability and reputational considerations* Strengthen complaint handling and escalation processes* 7. Vendor Management* Manage third-party collection agencies and partners:* Set KPIs and performance expectations* Conduct performance reviews and drive accountability* Optimise in-house vs outsourced collections mix for efficiency and effectiveness* 8. Continuous Improvement & Transformation* Identify opportunities to improve:* Cost-to-collect* Recovery effectiveness* Operational turnaround time* Champion process improvements and digital transformation initiatives within collections operations* Implement best practices (e.g., segmentation strategies, champion/challenger testing)#### Requirements* Education* Bachelor’s degree in Finance, Business, Economics, or related disciplines* Experience* 12–15+ years of progressive experience, including at least 5 years in a senior leadership capacity, in:* Collections, recoveries, or credit operations* Banking, digital lending, or FinTech environment* Proven experience managing:* Delinquent portfolios across multiple buckets* Call centre or collections operations teams* Familiarity with Malaysian regulatory framework (BNM) and collections practices