Senior Manager, Consumer Collections - BDR & SME Collections

Key Responsibilities and Accountabilities

• Directly report to the Head, Consumer Collections.

• Lead and manage the BDR and SME Collections portfolio to achieve targeted performance outcomes.

• Formulate and implement collection strategies to optimize recovery, delinquency control and cost efficiency.

• Oversee portfolio performance against budgeted delinquency, impairment, net BDR and OPEX targets.

• Drive digitalization and automation initiatives to enhance operational efficiency and effectiveness.

• Ensure full compliance with Bank Negara Malaysia (BNM) guidelines, internal policies and audit requirements.

• Develop, coach, and retain high-performing team members.

• Collaborate with key internal stakeholders such as Business, Risk, IT, and Legal to ensure cohesive execution of collection strategies.

• Deliver the monthly and annual collection targets for delinquency, impairment, and OPEX for the BDR and SME portfolios.

• Monitor and analyze portfolio performance, providing strategic recommendations and timely interventions.

• Oversee implementation of technology and process enhancements to improve collection efficiency and effectiveness.

• Conduct periodic portfolio and trend analysis to identify risk areas and propose remedial measures.

• Manage customer complaints and escalations within defined turnaround times (TAT).

• Lead the RCSA and SAC activities related to BDR and SME Collections, ensuring compliance with internal control standards.

• Plan and execute system enhancement and digitization initiatives to strengthen collection infrastructure.

• Ensure the unit's strict adherence to internal policies, procedures, and regulatory guidelines.

• Continuously review and enhance existing processes to achieve higher productivity and cost efficiency.

• Perform any other duties as assigned by Management from time to time.

• Bachelor's Degree in Business Management, Finance, Accounting, or a related discipline.

• Minimum of 8 to 10 years of experience in a Collections management capacity within the banking or non-banking financial industry, including at least 5 years in a leadership role handling SME or secured portfolios.

• Demonstrated experience in portfolio management, collection strategy development, and performance optimization.

• Excellent leadership and people management skills with the ability to motivate and develop large teams.

• Strong communication, negotiation, and interpersonal skills.

• Proven analytical and problem-solving abilities.

• Sound understanding of credit risk, delinquency management, and recovery operations.

• Ability to work effectively under pressure and within tight deadlines.

• Strong collaboration and stakeholder management across business, risk, operations, and IT functions.

• High integrity and commitment to professional and ethical standards.