Head of Collection

About The Client:

Our client is a Malaysian financial services company that primarily provides hire purchase financing for used motor vehicles. It also operates a secondary business division focused on the trading and wholesaling of home furniture.

About The Role:

The Head of Collection is a senior leadership role responsible for overseeing and directing the full spectrum of debt collection activities for the organizations consumer and/or commercial loan portfolio. Based in Pudu Kuala Lumpur this role manages a team of approximately 25 collection officers and team leaders driving recovery performance compliance and continuous process improvement. The incumbent will play a pivotal role in minimizing non-performing loans (NPLs) and ensuring sustainable portfolio health.

Key Responsibilities:

• Lead coach and manage a team of 25 collection staff including team leaders negotiators and field officers across all delinquency buckets (pre-due early mid and late-stage collections).
• Set monitor and achieve monthly and quarterly collection KPIs including roll rates Cure rates Impairment movement and promise-to-pay (PTP) fulfillment.
• Develop and implement segmented collection strategies aligned to customer risk profiles and delinquency buckets.
• Oversee field collection operations skip tracing legal referrals and repossession activities in compliance with Hire Purchase Act and relevant regulatory guidelines.
• Collaborate with Recovery (Repo) Loan Origination (business) Finance and Legal teams to escalate and resolve high-risk accounts and negotiate payment arrangements.
• Conduct regular performance reviews coaching sessions and training programs to upskill collection officers in negotiation compliance and digital tools.
• Prepare and present collection performance dashboards NPL reports and recovery trend analyses to senior management.
• Manage and negotiate with external collection agencies repossession agents and legal counsel to maximize recovery outcomes.
• Ensure all collection activities adhere to the Personal Data Protection Act (PDPA) Bank Negara Malaysia (BNM) fair-debt collection practices and internal policies.
• Continuously review and improve collection SOPs call scripts workflow systems and digital engagement strategies.

Key Qualifications & Expertise:

• Minimum Bachelors Degree in Business Administration Finance Economics or any other related field.
• Minimum 5-8 years of progressive experience in collections credit recovery or related financial services roles with at least 35 years in a managerial/leadership capacity.
• Proven track record of leading large teams (20 staff) in a fast-paced financial institution fintech or licensed moneylender environment.
• Strong knowledge of Malaysian lending regulations including BNM guidelines Hire Purchase Act Moneylenders Act 1951 and PDPA 2010.
• Demonstrated ability to analyse portfolio data identify trends and implement data-driven recovery strategies.
• Excellent leadership interpersonal and negotiation skills with high emotional intelligence.
  
• Fluent in Bahasa Malaysia and English; proficiency in Mandarin or other local dialects is an advantage.

Working Location:

Klang Selangor

Consultant In-charge:

Jason