Credit Control

Position Summary
This is a hands-on leadership role responsible for managing the Accounts Receivable and Credit Control function. You will lead a team of credit controllers while partnering with offshore partners to deliver accounts receivable activities. The role requires a strategic mindset combined with operational excellence, focusing on process optimization, SLA management, and driving collection performance across a diverse regional portfolio.

We're looking for someone who is curious, focused on customer service and process improvement, and can handle a fast-paced environment while building strong stakeholder relationships.

Key Responsibilities

• Team Leadership & Management
• Direct management of the Credit Controller team based in Kuala Lumpur, create and maintain a great team environment – positive, engaging, supportive and with accountability
• Ensure clear personal KPIs for all team members with weekly and monthly tracking and reporting
• Provide coaching, development, and performance management for the credit control team, ensuring professional communication with clients at all times
• Foster a collaborative team environment focused on customer service excellence, whilst also delivering the accuracy and timeliness to the customers
• Process Design & Monitoring
• Design and monitor effectiveness of standard operating procedures (SOPs) for the A/R and Credit Control teams
• Ensure adherence to SLAs and maintain regular communication with offshore teams
• Review and optimize all AR and Credit Control SOPs for efficiency and customer experience
• Implement and oversee automation initiatives including (but not limited to) cash allocation and late payment processes
• Financial Control & Risk Management
• Drive proactive debt collection across the regional portfolio
• Implement quarterly proactive credit risk assessments to mitigate write-off risk
• Ensure timely allocation of cash
• Manage customer escalations and resolve complex queries
• Ensure compliance with financial policies and procedures across all markets
• Performance Management & Reporting
• Monitor and report on key performance indicators including DSO, aged debt, and collection targets
• Oversee cash allocation processes ensuring 95% completion within 1 working day
• Manage credit card charging processes with a minimum 99.5% first-attempt success rate
• Ensure appropriate customer contact points across the entire debt portfolio, e.g. automated statements and payment reminders, monthly personal client calls etc.
• Stakeholder Management
• Build and maintain strong relationships with customers, operational teams, and offshore partners
• Act as subject matter expert in client meetings and new client implementations
• Collaborate with internal teams to resolve queries and improve processes
• Represent the finance function professionally across all markets

Essential Requirements
Above all, this is a leadership role. This will require management of people, management of an off-shore delivery partner, leadership of a function, and leadership within the business. As this is a client facing role, professionalism is paramount.

Experience

• Minimum 5 years experience across Credit Control and Accounts Receivable management, in a business to business environment
• Proven experience in leading a team, and working with off-shore delivery partners
• Experience working across multiple markets/jurisdictions
• Strong background in process improvement and SOP development
• Corporate Travel Agency experience would be beneficial

Technical Skills

• Excel skills (pivot tables, vlookup)
• Experience with Microsoft Dynamics (preferred)
• Credit Card enhanced data handoff experience (beneficial)
• Knowledge of credit control and debt collection processes

Core Competencies

• Exceptional communication skills in English (written and verbal)
• Strong customer service orientation with negotiation skills
• Proven ability to work under pressure and meet deadlines
• Analytical mindset with strong problem-solving capabilities
• Detail-oriented with high accuracy standards
• Adaptable with continuous improvement mindset

Are you ready to elevate your career in global travel management? Apply with FCM today
FCM is the corporate travel management brand under Flight Centre Travel Group. FCM Asia is an Equal Opportunity Employer searching for talented, driven people who have a desire to build a rewarding career in a company that loves to celebrate your success We work in a team work environment where we maintain a favourable working relationship with co-workers in all departments to foster a culture of trust and mutual respect.

By joining the team, you'll discover first hand why we're recognised around the world as an outstanding employer. In addition, our company founder strongly believes the success of our business relies on the success of our people.