Assistant Manager, Collection (Proton Capital)

Job Description

A. Collection Operations & Process Execution

• Support the implementation and day-to-day execution of the company's end-to-end collection processes covering pre-delinquency reminders, early-stage, mid-stage and late-stage collection, legal action, repossession and recovery.
• Supervise assigned collection activities and ensure cases are followed up promptly and in accordance with approved collection procedures and timelines.
• Monitor daily collection activities, case allocation, follow-up actions, promises to pay and recovery results.
• Ensure collection staff follow approved SOPs, call scripts, customer treatment standards and escalation procedures.
• Identify operational issues and recommend process improvements to the Collection Senior Manager / Manager.

B. Collection Strategy & Performance Monitoring

• Execute approved collection strategies and customer treatment approaches across assigned delinquency buckets.
• Support the segmentation and prioritisation of collection accounts based on delinquency status, customer profile, payment behaviour and recovery potential.
• Monitor collection performance against daily, weekly and monthly targets.
• Analyse bucket-level performance, payment trends, promises to pay, roll rates and recovery results and highlight areas requiring management attention.
• Provide operational feedback to the Collection Senior Manager / Manager on the effectiveness of collection strategies and customer responses.

C. Collection Team Supervision

• Supervise and guide collection officers/executives in their daily collection activities to ensure productivity, quality and recovery targets are achieved.
• Allocate collection cases and monitor follow-up activities to ensure appropriate account coverage.
• Conduct regular performance reviews with team members and provide coaching and corrective guidance where required.
• Monitor staff adherence to approved collection procedures, communication standards and documentation requirements.
• Assist in identifying training and development needs within the collection team.

D. Third-Party Collection & Recovery Coordination

• Coordinate day-to-day activities with appointed external collection agencies and repossession vendors for assigned cases.
• Monitor agency and vendor performance against agreed collection and recovery targets.
• Follow up on outstanding agency cases, repossession assignments and recovery actions.
• Verify collection and recovery updates submitted by external service providers and escalate discrepancies or performance issues to the Collection Manager.
• Coordinate with law firms, auctioneers and other service providers on assigned cases as required.

E. Customer Negotiation & Repayment Arrangements

• Engage customers to resolve overdue accounts and negotiate repayment arrangements within approved company policies and delegated authority.
• Assess customer circumstances and recommend appropriate repayment options, including rescheduling, restructuring or settlement, for management approval where required.
• Monitor customer promises to pay and ensure agreed repayment arrangements are properly recorded and followed up.
• Escalate high-risk, sensitive, disputed or complex customer cases to the Collection Senior Manager / Manager.

F. Complaint Handling & Compliance

• Handle first-level customer complaints relating to collection activities and work towards timely resolution in accordance with approved procedures.
• Escalate complex, repeated or potentially regulatory-sensitive complaints to the Collection Senior Manager / Manager and Legal & Compliance.
• Ensure all customer communications and collection activities comply with applicable laws, regulations and company policies.
• Maintain accurate records of customer interactions, repayment arrangements, complaints, collection actions and case outcomes.
• Ensure proper documentation and audit trails are maintained for assigned accounts.

G. Fraud Early-Warning & Recovery

• Identify and flag potential fraud indicators, unusual customer behaviour, suspicious payment patterns or other high-risk cases during collection activities.
• Escalate suspected fraud cases to the appropriate Risk/Fraud function and Collection Senior Manager / Manager.
• Assist in the follow-up and recovery of confirmed fraud cases.
• Record and consolidate relevant fraud observations and recurring patterns for management review.

H. MIS, Reporting & Analytics

• Prepare daily, weekly and monthly collection reports for assigned portfolios or delinquency buckets.
• Monitor key collection indicators including delinquency levels, roll rates, promises to pay, cure rates, recovery rates and outstanding balances.
• Ensure collection data is complete, accurate and updated within the required timelines.
• Assist the Collection Senior Manager / Manager in analysing collection trends, identifying root causes and developing operational improvement recommendations.
• Support the preparation of management reports, regulatory submissions and audit information as required.

I. Process Improvement & Other Responsibilities

• Identify operational gaps, inefficiencies and recurring collection issues and recommend practical improvements.
• Participate in the implementation and testing of collection system enhancements, including UAT and process changes.
• Support the Collection Senior Manager / Manager in reviewing collection scripts, SOPs, workflows and operational guidelines.
• Perform other collection and recovery-related duties assigned by the Collection Senior Manager / Manager.

Job Requirements

• Bachelor's degree or above, preferably in Finance, Economics, Management, Business Administration or a related field.
• Minimum 5 years of experience in financial services operations, with at least 2–3 years in collection, recovery or asset management within a bank, auto finance company, financial institution or non-bank lending institution.
• Working knowledge of Malaysian regulatory requirements relevant to consumer collection, including the Hire Purchase Act 1967, BNM requirements on fair debt collection, PDPA 2010 and Consumer Protection Act 1999.
• Experience in supervising collection activities across one or more delinquency buckets, preferably including early-stage, late-stage and recovery activities.
• Experience coordinating with third-party collection agencies, repossession vendors, law firms or other external recovery service providers would be an advantage.
• Familiarity with the Malaysian auto finance market, dealer ecosystem, vehicle repossession and auction processes.
• Good numerical and analytical skills, with the ability to interpret collection performance reports and identify operational trends.
• Good customer negotiation, communication and problem-solving skills.
• Ability to supervise, coach and motivate collection staff and work effectively with internal and external stakeholders.
• Proficiency in Microsoft Office, particularly Excel, and familiarity with collection management systems or lending systems would be an advantage.