Team Leader / Supervisor – Advance Duty Collection (ADC)

DHL Express; Petaling Jaya; On-site; MYR 90,000 - 140,000; Full time

Job summary

DHL Express Malaysia is seeking a confident Team Leader to guide a group of collections agents focused on driving instant online payments via digital channels. You will coach staff, monitor critical KPIs, and collaborate with IT, Finance, and Product to improve payment links and user journeys.

In this role, you balance firm collections with positive customer experience, ensure regulatory and policy compliance, and deliver actionable insights that boost straight-through digital collections.

Qualifications

• Experience leading collections teams in a fast-paced environment.
• Strong knowledge of digital payment methods and customer behavior.
• Proven ability to drive online payment conversions and reduce delinquencies.
• Excellent communication and negotiation skills with customers and internal teams.
• Analytical mindset with a KPI-driven approach.

Responsibilities

• Lead a team of collections agents focused on digital payment recovery.
• Coach agents to guide customers toward immediate online payment.
• Monitor KPIs like online payment conversion rate and same-day collection rate.
• Collaborate with IT, Finance, Product to improve payment links and user journey.
• Ensure compliant and customer-friendly collection practices and resolve escalations.

Skills

Leadership

Negotiation

Digital payments

Customer communication

Analytics / KPI

Escalation handling

Decision making

Tools

CRM systems

Dialers

Payment platforms

Job description

Job Purpose

To lead and manage a team of agents handling inbound/outbound calls and email communications, with a strong focus on driving fast and successful online payments via digital channels (e.g., payment links, portals, e-wallets), while ensuring compliance and positive customer experience.

Key Responsibilities

• Team Leadership & Management
• Supervise and lead a team of collections agents focused on digital payment recovery.
• Coach agents on effective techniques to guide customers toward immediate online payment.
• Conduct regular performance reviews, daily huddles, and real-time support.
• Build a high-performance culture focused on speed of collection and digital adoption.
• Digital Collections Execution
• Drive collection activities through:
• Inbound/outbound calls
• Emails and digital communications
• Ensure agents actively promote and assist customers in using online payment methods (e.g., payment links, QR codes, payment portals).
• Maximize same-day / immediate payment conversion.
• Monitor follow-ups on unpaid invoices to accelerate cash flow.
• Performance Management
• Manage and track KPIs such as:
• Online payment conversion rate
• Same-day collection rate
• Promise-to-pay (PTP) vs actual payment
• Email response effectiveness
• Identify opportunities to improve digital payment success rates.
• Implement action plans to close performance gaps.
• Customer Engagement & Payment Facilitation
• Ensure agents clearly explain how to complete online payments step-by-step.
• Support handling of customer objections related to digital payments (e.g., trust, access, technical issues).
• Handle escalations and negotiate payment solutions when needed.
• Ensure a balance between firm collections approach and customer experience.
• Quality Assurance & Compliance
• Ensure all interactions comply with regulatory and company policies.
• Monitor calls and email communications to ensure:
• Clear instructions for online payment
• Professional tone
• Compliance with collection practices
• Provide feedback and targeted coaching.
• Process & Digital Optimization
• Identify gaps in digital payment processes (e.g., broken links, user experience issues).
• Work with internal teams (IT, Finance, Product) to improve:
• Payment link usability
• Customer journey for online payments
• Promote automation and digital tools to reduce manual follow-ups.
• Reporting & Insights
• Prepare reports on:
• Digital payment adoption
• Conversion rates
• Collection efficiency
• Analyze customer behavior to identify barriers to online payment.
• Recommend strategies to improve straight-through digital collections.

Skills & Competencies

• Strong leadership and coaching ability
• Excellent negotiation and influencing skills
• Strong focus on driving immediate online payments
• Good understanding of digital payment methods and customer behavior
• Analytical mindset with KPI-driven approach
• Ability to handle escalations and challenging conversations
• Familiarity with CRM systems, dialers, and payment platforms

Key KPIs

• Online payment conversion rate
• Same-day / immediate payment rate
• Collection recovery rate
• Agent productivity and utilization
• Quality and compliance scores