Senior Manager, Collection and Recovery

RM 12000About the RoleThe Senior Manager, Collection and Recovery will lead the overall strategy, planning, and execution of collection and recovery activities. The role is responsible for minimizing credit losses, maximizing recoveries, and ensuring effective management of delinquent and non-performing accounts, while maintaining compliance with regulatory requirements and organizational policies.ResponsibilitiesKey Responsibilities1. Strategy & LeadershipDevelop and implement collection and recovery strategies aligned with company objectives and risk appetite.Lead, coach, and motivate a team of collection managers, officers, and recovery agents to achieve collection targets.Drive continuous improvement in collection efficiency, recovery processes, and customer experience.2. Collection ManagementOversee early, mid, and late-stage collections across all product lines.Develop effective dunning strategies including call management, SMS/email reminders, digital collection tools, and field visits.Monitor repayment arrangements and renegotiation of delinquent accounts to maximize recoveries while maintaining customer relationships.Establish escalation procedures for high-risk and repeat delinquency cases.Implement advanced analytics to segment delinquent customers, identify risk trends, and optimize treatment strategies.Ensure effective utilization of collection systems, MIS tools, and automation to drive efficiency.Develop productivity benchmarks (e.g., call-to-collection ratios, promise-to-pay kept ratios) for collection teams.Conduct regular performance reviews of collection agencies, setting KPIs and Service Level Agreements (SLAs).3. Recovery ManagementManage end-to-end recovery of charged-off and written-off accounts through in-house efforts, external agencies, and legal actions.Build strong working relationships with panel lawyers, auctioneers, and external collection partners.Ensure cost-effective recovery efforts with measurable ROI.4. Governance & ComplianceEnsure all collection and recovery activities comply with regulatory standards, fair debt collection practices, and internal policies.Develop and maintain Standard Operating Procedures (SOPs) for collection and recovery operations.Oversee audit findings, risk issues, and implement corrective actions.5. Stakeholder Engagement & ReportingPartner with Business Development, Credit Risk, and Finance teams to balance business growth, risk, and recoveries.Provide detailed and timely reporting to senior management on:Portfolio quality and delinquency trendsRoll rates and collection effectivenessRecovery performance and legal case statusProvisions, write-offs, and net credit loss impactPresent insights and recommendations to management to support decision-making on credit policy, risk appetite, and portfolio management.Act as the key liaison between operations, legal, finance, and external stakeholders (lawyers, agencies, regulators) on collection and recovery matters.QualificationsKey RequirementsBachelor’s degree in Finance, Business, Economics, or related field.Required SkillsMinimum 10 - 12 years’ relevant experience in credit collection and recovery, with at least 5 years in a managerial role.Strong knowledge of legal recovery processes, insolvency frameworks, and regulatory requirements.Proven track record in developing and implementing successful collection and recovery strategies.Excellent leadership, negotiation, and conflict resolution skills.Data-driven with strong analytical and reporting capabilities.Strategic thinker with a proactive and results-driven approach.Preferred SkillsAdditional note for Senior Manager, Collection and Recovery role:This role is responsible for overseeing the Collection & Recovery team across Malaysia (Sarawak, Sabah, KL, Penang, etc.), currently approximately 20 subordinates.Candidate should ideally have 10–12 years of relevant B2C Collection & Recovery experience, including at least 5 years of managerial experience with strategic responsibility and team leadership, rather than only managing an individual portfolio.Moving forward, shall ensure shortlisted candidates demonstrate relevant/proven track records, team collaboration, leadership capabilities and ability to work effectively with colleagues and subordinates, that these factors are assessed consistently across all candidates.