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.