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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.
About Hong Leong Bank
We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.
We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.
Realise your full potential at Hong Leong Bank by applying now.
