Overview

• Salary

  10,000 MYR ~ 13,000 MYR

• Industry

  -

• Job Description

  JOB SCOPE:
  The Head of Collection is a senior leadership role responsible for overseeing and directing the full spectrum of debt collection activities for the organization's consumer and/or commercial loan portfolio. This role manages a team of collection officers and team leaders, driving recovery performance, compliance, and continuous process improvement. The incumbent will play a pivotal role in minimizing non-performing loans (NPLs) and ensuring sustainable portfolio health.
  
  Responsibilities:
  - Lead, coach, and manage a team of ~25 collection staff including team leaders, negotiators, and field officers across all delinquency buckets (pre-due, early, mid, and late-stage collections).
  - Set, monitor, and achieve monthly and quarterly collection KPIs including roll rates, Cure rates, Impairment movement and promise-to-pay (PTP) fulfillment.
  - Develop and implement segmented collection strategies aligned to customer risk profiles and delinquency buckets.
  - Oversee field collection operations, skip tracing, legal referrals, and repossession activities in compliance with Hire Purchase Act and relevant regulatory guidelines.
  - Collaborate with Recovery (Repo) , Loan Origination (business) , Finance and Legal teams to escalate and resolve high-risk accounts and negotiate payment arrangements.
  - Conduct regular performance reviews, coaching sessions, and training programs to upskill collection officers in negotiation, compliance, and digital tools.
  - Prepare and present collection performance dashboards, NPL reports, and recovery trend analyses to senior management.
  - Manage and negotiate with external collection agencies, repossession agents, and legal counsel to maximize recovery outcomes.
  - Ensure all collection activities adhere to the Personal Data Protection Act (PDPA), Bank Negara Malaysia (BNM) fair-debt collection practices, and internal policies.
  - Continuously review and improve collection SOPs, call scripts, workflow systems, and digital engagement strategies