Join PROTON Capital Sdn. Bhd., the newly established automotive financing company and help shape the future of mobility in Malaysia!
We're assembling a high-performing team of passionate, driven individuals who bring experience and a commitment to excellence.
If you're ready to contribute your expertise, take ownership, and grow with an organization at the very start of its journey, we want to hear from you!
Key Job Responsibilities
A. Collection Function Build-up & Operating Model
- Lead the overall design and establishment of the end-to-end collection operating model, covering pre-delinquency management, early-stage, mid-stage and late-stage collection, legal action, repossession, recovery and write-off.
- Establish the overall collection framework, governance structure, operating principles, escalation mechanisms and authority limits to support the company's growth and portfolio objectives.
- Develop and oversee the implementation of collection policies, SOPs, guidelines, call scripts and customer treatment frameworks in compliance with applicable Malaysian regulatory requirements, including the Hire Purchase Act 1967, BNM requirements on fair debt collection, PDPA 2010 and Consumer Protection Act 1999.
- Determine the appropriate collection organizational structure, manpower requirements, competency framework, performance management structure and incentive scheme.
- Lead the development of the collection technology roadmap and work closely with IT and Operations on the implementation of dialer, case management, collection workflow and core lending system integrations.
- Provide overall direction for collection system UAT, implementation readiness and post-go-live optimization.
B. Collection Strategy, Portfolio Management & Governance
- Develop and own the overall collection and recovery strategy for the hire purchase portfolio, covering all delinquency stages through to write-off and recovery.
- Establish portfolio segmentation and differentiated collection strategies based on customer risk profile, delinquency stage, payment behavior, vehicle characteristics and recovery potential.
- Set collection targets, recovery strategies, bucket-level objectives and performance expectations in line with portfolio risk appetite and business objectives.
- Regularly review portfolio performance, roll rates, cure rates, recovery rates, vintage performance and other collection indicators to identify emerging risks and improvement opportunities.
- Direct strategic changes to collection strategies based on portfolio analytics, economic conditions, customer behaviors and operational performance.
- Provide strategic input to Credit, Risk, Sales, Dealer Management and other relevant functions on collection trends and upstream portfolio quality.
C. Collection Operations & Recovery Oversight
- Provide overall leadership and governance over collection activities across internal teams and third-party service providers, covering outbound collection, digital collection, field visits, repossession, legal recovery and disposal of recovered assets.
- Oversee the performance of the in-house collection function and external collection agencies, repossession vendors, law firms and auctioneers.
- Establish and monitor service standards, recovery targets, productivity requirements and vendor performance expectations.
- Approve and escalate significant recovery strategies, settlement arrangements and exceptional cases within delegated authority.
- Ensure repossession, vehicle storage, auction and disposal processes are conducted effectively and in accordance with applicable laws, company policies and customer treatment standards.
D. Vendor & Outsourcing Management
- Lead the sourcing, evaluation, appointment and performance management of external collection agencies, repossession vendors, law firms and auctioneers.
- Establish vendor selection criteria, service-level requirements, performance KPIs, governance mechanisms and escalation procedures.
- Work closely with Legal & Compliance to establish and maintain appropriate outsourcing agreements, service standards and control mechanisms.
- Conduct regular vendor performance reviews and take corrective or escalation action where required.
E. Customer Negotiation, Restructuring & Recovery
- Provide oversight and approval of complex customer repayment arrangements, restructuring, rescheduling, settlements and recovery strategies within the company's delegated authority.
- Establish appropriate negotiation and settlement guidelines based on customer financial circumstances, risk exposure, recovery value and company policy.
- Review high-value, high-risk or sensitive customer cases and determine appropriate escalation and recovery approaches.
- Ensure consistent and fair customer treatment throughout the collection and recovery process.
F. Complaint, Compliance & Regulatory Governance
- Provide overall oversight of collection-related customer complaints, regulatory issues and potentially high-risk cases.
- Work closely with Legal & Compliance to ensure collection practices remain compliant with applicable laws, regulatory requirements and consumer protection principles.
- Establish effective controls over customer communication, collection conduct, documentation, record keeping and audit trails.
- Lead the remediation of material collection control gaps, audit findings, regulatory issues and customer-impacting incidents.
- Support management in regulatory reviews, internal audits, external audits and other governance requirements relating to collection activities.
G. Fraud Early-Warning & Recovery
- Establish collection-related fraud early-warning mechanisms and recovery processes in collaboration with Risk, Fraud, Credit and other relevant functions.
- Review fraud indicators and portfolio trends to identify potential systemic weaknesses, high-risk customer segments or emerging fraud patterns.
- Oversee recovery strategies for confirmed fraud cases and ensure appropriate resources are assigned to maximise recovery.
- Provide strategic feedback and recommendations to Credit, Risk and Underwriting teams to strengthen upstream fraud prevention and credit assessment.
H. Data, Analytics, MIS & Management Reporting
- Establish the overall collection MIS, dashboard and reporting framework covering delinquency rate, roll rate, cure rate, write-off rate, net recovery rate, recovery efficiency, vintage analysis and other relevant indicators.
- Review and interpret collection analytics to identify portfolio trends, operational weaknesses, root causes and strategic opportunities.
- Present collection performance, key risks, recovery outlook and recommended actions to senior management and relevant governance committees.
- Ensure timely and accurate regulatory, management and audit reporting.
- Drive the use of data analytics and performance insights to improve collection efficiency, recovery outcomes and portfolio quality.
I. Leadership & Stakeholder Management
- Lead, coach and develop the collection management team, building the required capabilities, succession pipeline and performance culture.
- Establish clear accountability across collection operations and ensure effective coordination between internal teams and external service providers.
- Collaborate closely with Credit, Risk, Sales, Dealer Management, Finance, IT, Operations, Legal & Compliance and senior management on portfolio and recovery matters.
- Represent the Collection function in management meetings, governance committees and strategic initiatives.
- Drive continuous improvement, operational efficiency and cost optimization across the collection function.
Job Requirements
- Bachelor's degree or above, preferably in Finance, Economics, Management, Business Administration or a related field.
- Minimum 10 years of experience in financial services operations, with at least 7 years in collection, recovery or asset management functions within a bank, auto finance company, financial institution or non-bank lending institution.
- Strong 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.
- Proven experience in leading and building a collection function, including strategy development, operating model design, performance management, governance and third-party vendor management.
- Extensive hands-on experience managing collection activities across all delinquency buckets, including early-stage collection, late-stage collection, repossession, legal recovery, settlement and write-off.
- Strong experience managing external collection agencies, repossession vendors, law firms and auctioneers.
- Good understanding of the Malaysian auto finance market, dealer ecosystem, vehicle repossession, auction and recovery practices.
- Strong analytical and commercial acumen, with the ability to translate portfolio data into collection strategies and business decisions.
- Strong leadership, negotiation, stakeholder management and decision-making capabilities.
- Experience in establishing collection systems, MIS, performance dashboards and operational controls would be an advantage.
