# Collections Team Lead

**Company**: Grab
**Location**: Petaling Jaya, Malaysia
**Experience**: executive
**Job type**: contract
**Category**: Finance
**Industry**: Finance

**Apply**: https://jobs.smartrecruiters.com/Grab/744000157979089-collections-team-lead?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_9e4141e4-2e7

## Description

Grab Financial Group (GFG) provides accessible payments, lending, insurance, and investment solutions to millions across Southeast Asia. As Team Leader, MY & SG Collections, you'll oversee debt recovery across both markets, lead Collections Agents through Senior Floor Coaches, and work with Customer Support and external agency partners.

The Critical Tasks You Will Perform:

- Lead Senior Floor Coaches and Collections Agents, supporting coaching, escalations, and daily floor operations.

- Build QA frameworks and scorecards to improve call quality, agent performance, and recovery outcomes.

- Track PTP keep rates, CEI, and contact rates; investigate anomalies and take timely action.

- Manage MY and SG ECAs, including partner relationships, Service level agreement performance, compliance, placement strategies, and late-stage recovery tactics.

- Oversee Customer Support Admin Contractors and ticket operations; keep backlogs low and resolve billing issues, payment discrepancies, and customer disputes.

- Analyse portfolio performance, delinquency, and DSO; identify causes and improve processes through workflow redesign and automation.

- Prepare monthly portfolio reports and present performance insights and recovery plans to management.

- Ensure compliance with internal policies, collections standards, and applicable regulations, including SG DCA guidelines; support audits.

QUALIFICATIONS:

- At least 3 years of relevant collections operations experience in FinTech, banking, telecommunications, e-commerce, or a similar environment.

- Experience improving processes, automating workflows, or refining collections strategies.

- Experience developing or improving quality assurance, coaching practices, scorecards, or performance monitoring.

- Experience managing external collection agencies or other vendors, including performance, service levels, and compliance.

- Experience leading large and multi-tier performing teams.

- Knowledge of collections operations and applicable requirements in Malaysia and Singapore, including Singapore's DCA guidelines.

- Experience resolving escalated customer disputes and payment discrepancies, applying collections policies consistently, and documenting outcomes.

- Familiarity with AI or any other technical automation skills is an advantage.

Life at Grab:

- Term Life Insurance and comprehensive Medical Insurance.

- GrabFlex, create a benefits package that suits your needs and aspirations.

- Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave.

- Confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.

- Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours.

## Skills

### Required
- collections operations
- process improvement
- automation
- quality assurance
- coaching practices
- performance monitoring
- external collection agencies management
- team leadership
- compliance
- SG DCA guidelines

### Nice to have
- AI
- technical automation

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Grab/744000157979089-collections-team-lead?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)