Assistant Team Manager

2 days ago

Cheras, Malaysia ADR Partners Sdn Bhd Full time

**Key Responsibilities**:

- **Team Leadership & Management**:

- Lead, motivate, and coach a team of collections agents to achieve performance goals and meet recovery targets. Conduct regular team meetings to provide updates, share best practices, and ensure alignment with company objectives.
- **Handling NPL Files will be advantage.**:

- **Collections & Recovery Strategy**:
Develop and implement effective collection strategies and recovery programs to maximize debt recovery while maintaining a positive customer experience. Monitor performance against KPIs and SLAs and make necessary adjustments.
- **Training & Development**:
Identify training needs and opportunities for professional development. Provide ongoing coaching and feedback to team members to enhance their skills and performance. Ensure adherence to all legal, regulatory, and company guidelines related to collections and recovery. Stay updated on relevant legislation and industry best practices to minimize risk. Track team and individual performance, including call volume, recovery rates, and customer satisfaction. Prepare and present regular performance reports to senior management. Handle escalated customer cases and complex recovery scenarios, ensuring resolutions that align with company policies and customer expectations. Continuously analyze processes and workflows to identify opportunities for improving efficiency, reducing costs, and enhancing the customer recovery experience. Collaborate with other departments (e.g., Finance, Legal, Customer Service) to address customer concerns, resolve disputes, and ensure smooth collections processes.

**Skills & Qualifications**:

- **Compliance & Risk Management**:

- **Performance Monitoring & Reporting**:

- **Escalation Management**:

- **Process Improvement**:

- **Collaboration with Other Departments**:
**Education**:

- Bachelor’s degree in Business, Finance, or a related field (preferred).

*
- **Experience**:
Minimum of 2 years of experience in collections, recovery, or debt management, with at least 2 years in a supervisory or managerial role. Have experience in banking product especially in NPL account.
- **Leadership Skills**:
Proven track record of leading and motivating a team to achieve performance goals. Strong interpersonal and communication skills are essential. Ability to handle difficult situations, analyze complex problems, and provide effective solutions. Strong understanding of relevant laws and regulations governing collections and recovery, or other applicable local regulations. Comfortable with data analysis and using performance metrics to drive decisions. Familiarity with collection software and CRM tools. Strong customer service skills and the ability to manage challenging interactions while maintaining professionalism and empathy.

**Work Environment & Conditions**:

- **Problem-Solving Skills**:

- **Compliance Knowledge**:

- **Data-Driven Decision-Making**:

- **Customer-Centric Approach**:

- Full-time position with standard working hours.
- Occasional overtime may be required based on department needs.
- Office-based at Wisma Zelan, Cheras KL

**Job Types**: Full-time, Permanent

Pay: RM3,000.00 - RM7,000.00 per month

**Benefits**:

- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Day shift

Supplemental Pay:

- Attendance bonus
- Commission pay

**Experience**:

- Banking and NPL account: 2 years (preferred)

Work Location: In person

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