Manager, Collections

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia's most used apps for payments and everyday life.

Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler.

Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

Role Overview:

The Manager, Collections is responsible for leading and optimising end-to-end collections and recovery operations within the digital lending business. Reporting to the Head, Operations, this role drives portfolio recovery performance, operational efficiency, and customer-centric collections execution. The role focuses on implementing data-driven, scalable, and compliant collections strategies, leveraging analytics, segmentation, and digital tools (including AI) to maximise recovery outcomes while ensuring adherence to Bank Negara Malaysia (BNM) guidelines and fair debt collection practices. This position plays a critical role in balancing loss minimisation, operational performance, and customer experience within a high-growth digital lending environment.

What You'll Do:

1. Collections Strategy Execution

• Execute end-to-end collections strategies across delinquency stages:
• Early collections (soft reminders, digital nudges)
• Mid-stage (structured repayment engagement)
• Late-stage / recovery (intensive collections, restructuring, settlement)
• Implement segmentation strategies (risk tiers, behavioural patterns, balance exposure) to optimise treatment actions
• Drive improvements in cure rates, roll rates, and recovery performance in line with business targets

2. Operations Management (Core Ownership)

• Oversee day-to-day collections operations, including:
• In-house contact centre (inbound/outbound collections)
• External collection agencies and vendors (if applicable)
• Ensure delivery of operational KPIs:
• Contact rates, right-party contact (RPC)
• Promise-to-pay (PTP) conversion rates
• Agent productivity and quality scores
• Drive workforce planning, scheduling, and cost optimisation

3. Data-Driven & AI-Enabled Collections

• Leverage data analytics to:
• Prioritise accounts (propensity-to-pay, risk segmentation)
• Optimise contact strategies (timing, frequency, channel mix)
• Drive adoption of digital and AI capabilities:
• Automated reminders (SMS, app push, email)
• Smart dialers and AI-driven call routing
• Chatbots and self-service repayment solutions
• Collaborate with Risk Modelling and Data teams to embed predictive models into collections workflows

4. Portfolio Monitoring & Performance Management

• Monitor and analyse collections performance metrics:
• Delinquency trends (DPD buckets)
• Roll rates and cure rates
• Recovery rates and loss metrics
• Identify emerging risks and operational gaps, and implement corrective actions
• Produce regular performance reporting for senior management

5. Policy Alignment & Compliance

• Ensure collections practices are aligned with:
• Credit risk policies and risk appetite
• BNM regulatory expectations
• Responsible and ethical debt collection standards
• Implement and enforce governance on:
• Restructuring and repayment plans
• Settlement and write-off processes
• Maintain audit-ready documentation and support internal/external reviews

6. Customer Experience & Fair Treatment

• Ensure collections practices are conducted in a customer-centric and ethical manner
• Balance recovery objectives with customer affordability and reputational considerations
• Strengthen complaint handling and escalation processes

7. Vendor Management

• Manage third-party collection agencies and partners:
• Set KPIs and performance expectations
• Conduct performance reviews and drive accountability
• Optimise in-house vs outsourced collections mix for efficiency and effectiveness

8. Continuous Improvement & Transformation

• Identify opportunities to improve:
• Cost-to-collect
• Recovery effectiveness
• Operational turnaround time
• Champion process improvements and digital transformation initiatives within collections operations
• Implement best practices (e.g., segmentation strategies, champion/challenger testing)

Role Requirements:

Education

• Bachelor's degree in Finance, Business, Economics, or related disciplines

Experience

• 6–10+ years of experience in:
• Collections, recoveries, or credit operations
• Banking, digital lending, or FinTech environment
• Proven experience managing:
• Delinquent portfolios across multiple buckets
• Call centre or collections operations teams
• Familiarity with Malaysian regulatory framework (BNM) and collections practices

What You Get

Work your way

• Flexible working hours

Your wellbeing matters

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long-term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement
• Discounts and wellness perks

What it's like to work here

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.