Oversees the company's trade debtor account NPL collection, credit loss recovery operation, and overall performance of company's business process outsourcing (BPO) activities. This role involves strategic planning, operational management, and ensuring client satisfaction, requiring strong leadership, good communication skill, and problem-solving skills.
Possess knowledge concerning BPO compliance requirement, Hire Purchase Act, and Fair Debt Collection Practices set by regulators e.g. Bank Negara Malaysia (BNM), Ministry of Domestic Trade and Consumer Affair (KPDNHEP).
Instill high degree of compliance culture within the company's Servicing Group.
Formulate and set key performance indicators (KPIs) that are in accordance with the organization financial goal.
Key responsibilities:
Set key performance indicators (KPIs) for NPL collection and credit loss recovery according to organization goals, and establish results monitoring structure reflecting PDCA (Plan, Do, Check, Analyse) continuous improvement cycle.
Contributes to NPL collection and credit loss recovery strategy, and BPO business development plan.
Establish and maintain policies / procedures related to NPL and credit loss recovery operation, and BPO business.
Manage collection activities and BPO business that in compliance to relevant regulations, company policies and procedures.
Leads, mentors, and trains a team of collection professionals, ensuring accountability and performance.
Responsible for budgeting and allocating resources for BPO business, NPL and credit loss recovery operations.
Prepare performance reports on timely basis for the purpose of management reporting.
Key skills:
Effective communication with diverse group of audience ranging from senior management of BPO client to debtor account / customer is crucial.
The ability to analyze data and identify trends is essential for improving collection performance, and BPO business.
Possess up to date knowledge and technology related to debtor account collection management e.g. technology to improve collection efficiency, technology to improve collection effectiveness, and customer communication system.
High degree of initiative, team-building skills and dedication to driving positive change.
A solid understanding of financial concepts, such as MFRS9 impairment loss provision on accounts receivable, cash flow, cost of collection is necessary for this role.
Familiar with laws and regulations related to debt collection and BPO business in financial industry.
Academic qualification:
Minimum education level bachelor's degree in relevant discipline.
Post graduate degree in business administration would be an added advantage.
Relevant exposures and knowledge of collections or operations of banking / financial institutions is preferred.
Experience:
Minimum 10 years of experience in collection related work with proven track record.
Minimum 5 years of management experience in leading BPO services.
Experience in managing BPO services such as providing debt collection services, in-bound call center services is preferred.
Experience in dealing with regulator, governing authorities, and non-profit organization concerning collection matters.
Experience in leading project that is related collection system / telephony system / CRM system / customer communication systems would be an added advantage.
