Servicing Group Head

Aeon Credit Service; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading consumer financing provider in Malaysia is seeking an experienced Servicing Group Head to lead operations, oversee NPL collection, and implement strategic plans. The ideal candidate will have over 12 years of experience in collection and a strong leadership background in BPO operations. Join us to shape a promising career path in a dynamic workplace.

Benefits

Dynamic workplace

Qualifications

• Minimum 12 years of experience in collection or recovery-related work.
• Minimum 10 years of leadership experience in managing BPO operations.
• Strong background in collection systems and CRM.

Responsibilities

• Lead and oversee all Servicing Group functions including NPL collection.
• Develop and implement strategic plans for performance excellence.
• Set and monitor KPIs reflecting the PDCA continuous improvement cycle.

Skills

Leadership

Debt collection

Operational efficiency

Customer communication technology

Education

Bachelor’s degree in a relevant discipline

Master’s degree in Business Administration

Job description

We are seeking a highly experienced and dynamic Servicing Group Head to lead our Servicing Group operations at the Operation Central Office. This pivotal role oversees the Company’s trade debtor account NPL collection, credit loss recovery operations, and Business Process Outsourcing (BPO) activities. The successful candidate will play a key role in shaping collection strategies, driving operational excellence, and fostering a culture of continuous improvement aligned with the company’s mission and vision.

Key Responsibilities

• Lead and oversee all Servicing Group functions including NPL collection, credit loss recovery, and BPO operations.
• Develop and implement strategic plans, policies, and procedures to achieve performance excellence and compliance with all regulatory requirements.
• Set and monitor KPIs reflecting the PDCA (Plan, Do, Check, Analyse) continuous improvement cycle.
• Drive initiatives to improve collection performance, recovery rates, and operational efficiency.
• Lead, mentor, and develop a team of professionals to achieve departmental goals and service standards.
• Manage budget and resource allocation for all servicing operations.
• Build and maintain strong relationships with internal departments, regulators, governing authorities, and business partners.
• Prepare timely and accurate performance reports for management review and strategic decision-making.

Requirements

• Bachelor’s degree in a relevant discipline; Master’s degree in Business Administration is an advantage.
• Minimum 12 years of experience in collection or recovery-related work with a proven track record of success.
• Minimum 10 years of leadership experience in managing BPO operations, including debt collection or inbound call centre services.
• Strong background in collection systems, telephony, CRM, or customer communication technology projects.
• Experience liaising with regulators, governing authorities, and non-profit organisations concerning collection operations.
• In-depth understanding of financial concepts, including MFRS9 impairment loss provision, cash flow, and cost of collection.
• Familiarity with laws and regulations governing debt collection and BPO activities within the financial services industry.

Application Questions

• What is your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years of experience do you have as a Head of Group?
• How much notice are you required to give your current employer?
• How many years of experience do you have as a Head of Collection and Recoveries?
• How many years of experience do you have as a Manpower Planning and Control Lead?

AEON Credit Service (M) Berhad is a leading consumer financing provider with business operations in Japan, Malaysia, Hong Kong, Thailand, Taiwan and China. We established a strong presence in Malaysia since 1996 with a wide range of consumer financial services. Our portfolio currently includes credit card, personal financing and easy payment scheme which help enrich the livelihood of many Malaysians.

We offer an exciting and dynamic workplace for all employees. As part of our expansion plan, we are on the lookout for talented individuals who strive for excellence. If you are a visionary go-getter, come join us today. Together, we can shape a promising and satisfying career path.