Manager, Credit Control and Customer Care

Job Summary:Take the lead in strengthening cash flow and creating a positive customer experience across i-Berhad's property portfolio. As our Manager, Credit Control & Customer Care, you will oversee collections for property investment and development while guiding complex customer cases toward timely, practical solutions.This is a hands-on leadership opportunity for someone who enjoys improving processes, collaborating across departments, and balancing commercial priorities with strong customer relationships. You will work closely with Leasing, Sales, Finance, Project, Building Management, purchasers, tenants, solicitors, and financial institutions—giving you broad exposure across the property business.Why this role matters: Your work will directly support healthy cash flow, stronger credit governance, and a trusted customer experience for i-Berhad.ResponsibilitiesLead Credit Control & Collections:Oversee timely billing and collection across the Group's property investment and property development portfolios.Drive the recovery of outstanding debts through structured follow-up, reminder letters, and internal letters of demand.Review and strengthen credit policies, collection procedures, payment terms, and impairment recommendations.Track collection performance, identify risks early, and follow through on cases to achieve timely resolution.Manage Property Investment Accounts:Monitor retail rental collections, including utilities and internet charges.Review tenancy agreements to ensure payment terms align with the Group's credit policies.Partner with the Leasing Department on new, existing, and expiring tenancies.Resolve tenant enquiries professionally while protecting the Group's commercial interests.Manage Property Development Collections:Oversee booking payments, SPA-related collections, progress billings, late-payment charges, refunds, and purchaser accounts.Coordinate with purchasers, solicitors, end financiers, Sales, Finance, and Project teams to keep documentation and collections on track.Monitor development progress and obtain the necessary certifications and supporting documents for timely progress billing.Review agent commission accruals and invoices before submission for approval.Ensure transactions and collections are accurately recorded in the relevant systems, including PFE.Champion Customer Care:Lead the resolution of escalated customer, tenant, homeowner, and defect-related cases.Monitor customer-care enquiries and coordinate with the relevant departments through to closure.Analyse feedback and complaints to identify root causes and improve the overall customer journey.Coordinate customer communications, annual service surveys, homeowner appointments, and property handovers when required.Collaborate & Improve:Build strong working relationships across departments and with external stakeholders.Promote a “right first time, every time” service mindset within the team.Continuously improve workflows, controls, reporting, and the customer experience.Support Group events, including occasional weekends or public holidays, when required.Perform other related duties that contribute to the team's and Group's success.RequirementsWe welcome commercially minded professionals who combine strong credit-control expertise with a genuine commitment to customer service.Bachelor's degree in Finance, Accounting, Business Administration, Property Management, or a related fieldAt least 5 years of relevant experience in credit control, collections, accounts receivable, property development, property investment, or customer careLeadership or team-management experience, with the confidence to guide stakeholders and drive cases to closureGood knowledge of debt recovery, credit policies, tenancy collections, SPA documentation, progress billing, purchaser accounts, and end-financier documentationStrong analytical and problem-solving skills with excellent attention to detailClear communication, collaboration, negotiation, and stakeholder-management skillsCustomer-focused, organised, resilient, and comfortable managing multiple priorities and deadlinesProficiency in Microsoft Office and relevant financial or property-management systemsExperience in the property development or property investment industry is an added advantageFamiliarity with the PFE system is an added advantage