Senior Manager, Collection

4 days ago

Bangsar Kuala Lumpur, Malaysia Rex Management Services Sdn Bhd Full time 120,000 - 240,000 per year

Job Description :

1. Strategy & Leadership

  • 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.

Others


•     Any other duties to be assigned by superior/senior management from time to time.


Key Requirements

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

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