Additional Information
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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.
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