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This position plays a key leadership role in driving process excellence, digital transformation and talent development within the collections function, ensuring the department delivers sustainable results aligned with organizational objectives.
Key Areas of Accountability:
- Directly report to the Head, Consumer Collections.
- Lead and manage the BDR 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.
Functional Responsibilities
- 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 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.
Managerial Responsibilities
- Lead and motivate a team of collection managers and officers to deliver consistent and high-quality performance.
- Monitor team performance against established targets, ensuring regular feedback, counseling and performance reviews are conducted.
- Promote a performance-driven culture and instill accountability at all levels.
- Identify, nurture, and develop talents for succession planning and long-term capability building.
- Ensure compliance with internal policies, operational controls, and BNM regulatory requirements.
- Provide strategic input to enhance overall collection policies, processes, and performance frameworks.
- Foster strong collaboration and communication with internal departments and external stakeholders to support effective portfolio management and recovery actions.
Organizational Responsibilities
- Achieve the department's annual performance targets.
- Exercise prudent cost management and ensure optimal use of resources.
- Maintain a high standard of customer service by minimizing complaints and ensuring timely resolution of issues.
Education/Qualification
- Bachelor's Degree in Business Management, Finance, Accounting, or a related discipline.
Experience
- 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.
