Collection Manager / Senior Manager

Key Responsibilities

1. Manage the overall Collection Department, including team structure, task allocation, manpower planning, and staff development.
2. Set collection targets and MBOs, monitor performance, and drive achievement in line with the company’s bad debt budget.
3. Lead and improve collection operations across telecall, field collection, and outsourced agencies (OAs)
4. Monitor collection performance, develop team capabilities, and implement strategies to improve effectiveness and efficiency.
5. Manage and evaluate OA performance, assignments, service agreements, payments, and compliance.
6. Promote and monitor debt restructuring for customers facing financial difficulties and ensure timely payments after restructuring.
7. Develop and manage cost-effective incentive schemes to motivate teams and maximize performance.
8. Establish and update collection policies, guidelines, procedures, and manuals in compliance with laws and company regulations.
9. Manage departmental manpower, recruitment, attendance, and performance evaluations.
10. Monitor department performance and prepare accurate management reports.
11. Perform additional assignments and ad hoc tasks as assigned by management.

Qualifications

1. Bachelor’s degree or higher in Business Administration, Finance, Banking, Economics, Law, or a related field.
2. At least 8–10 years of experience in Collection, Debt Collection, or Credit Control, with experience in a managerial role.
3. Strong experience in managing end-to-end collection operations, including Telecall, Field Collection, Outsource Agencies, and Debt Restructuring.
4. Proven experience in developing collection strategies, setting targets, monitoring performance, and achieving business objectives.
5. Strong leadership and people management skills, with experience in team development, talent management, and manpower planning.
6. Good knowledge of laws, regulations, and compliance requirements related to debt collection and collection operations.
7. Strong analytical, negotiation, problem-solving, and stakeholder management skills.
8. Good command of English, both written and spoken, with the ability to communicate and coordinate effectively with internal and external stakeholders.
9. Proficient in Microsoft Office, particularly Excel and data analysis/reporting tools.
10. Strong strategic thinking, decision-making, and leadership skills with the ability to drive team performance and business results.