Collections Manager

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Hyppies Full time 120,000 - 180,000 per year

Our Fintech client based in the vicinity of Kuala Lumpur is looking for a progressive and forward looking hands-on collections professional with formal leadership experience to join them and lead a team of collectors while directly reporting to the Head of Collections.
Role Overview:
This position is responsible for leading a collections team to optimize portfolio performance, maintain healthy delinquency ratios, and ensure effective recovery strategies are executed in line with organizational goals.

Key Responsibilities:

Portfolio & Performance Management

  • Drive the team to meet performance targets related to delinquency control, recovery effectiveness, and non-performing loan (NPL) ratios.
  • Oversee the team's overall portfolio health by tracking key metrics and ensuring proactive action plans are implemented.
  • Evaluate team performance and implement measures to enhance collectors' productivity and recovery outcomes.

Operational Oversight
 

  • Provide guidance and targeted coaching to underperforming team members to help them achieve individual and departmental KPIs.
  • Ensure daily operational efficiency and timely execution of all collection activities, including payment negotiations, restructuring, and recovery initiatives.
  • Regularly review and validate repayment proposals, settlement plans, or restructuring arrangements prepared by the team.

Delinquency & Recovery Strategy
 

  • Formulate strategies for managing delinquent accounts and NPLs, including effective segmentation and prioritization for higher recovery yield.
  • Oversee the full cycle of recovery actions—valuation, repossession, auction/tender, and civil proceedings—to minimize portfolio losses.
  • Monitor the timeliness and accuracy of preventive, legal, and foreclosure processes handled by internal staff and external partners.

Customer & Stakeholder Management
 

  • Handle escalated cases involving customer disputes, objections, or complaints with professionalism and sound judgment.
  • Work closely with internal stakeholders to ensure all collection-related deliverables, including portfolio reviews and risk assessments, are completed on time.

People Development & Process Improvement
 

  • Lead and motivate the team through ongoing coaching, performance evaluations, and structured training programs.
  • Continuously identify opportunities to automate, streamline, and improve collection processes for greater efficiency and faster turnaround times.

Key Deliverables:

  • Achieve portfolio targets related to delinquency reduction, NPL recovery, and loss minimization.
  • Strengthen overall team capability and maintain consistent operational excellence across all collection activities.
  • Support sustainable portfolio growth by balancing recovery performance with customer relationship management.

Key Requirements:

  • Possess at least a Diploma, 4-5 years of relevant Hire Purchase (HP) & Auto Loan recovery & collections knowledge and experience as well as 2-3 years of formal people management experience.
  • Possess strong communication and articulation skills for effective and efficient communication with all stakeholders.
  • Multilingual (English, Bahasa Malaysia and/or Mandarin).
  • Agile and adaptable to fluid and dynamic environment.

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