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