Collections Supervisor

Get To Know Our Digital Bank Team

GX Bank Berhad - the Grab-led Digital Bank - is the the FIRST digital bank in Malaysia, approved by BNM to commence operations. We aim to leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises. We are driven by our shared purpose and passion to bring positive transformation to the banking industry, starting with solutions that addresses the financial struggles of Malaysians and businesses.

Get To Know The Role

The Collections Supervisor is responsible for running the Collections operations and call strategies for Malaysia/Singapore consumer and SME portfolios.

The Day-to-day Tasks

• Manage the active delinquent portfolio
• Monitor and control delinquency, minimise credit losses and improve resolution rates through effective digital and call strategies
• Review and improve Collections strategies and processes to ensure overall efficiency in terms of customer contacts, early warning signals and recovery techniques
• Provide regular inputs to management on delinquency trends, early warning signals from the newly booked portfolio and flow rate velocity and recovery indicators
• Run the Collections function on a day-to-day basis (system performance, worklist assignment, call centre, reporting)
• Ensure the processes and policies are documented, updated and in compliance to statutory, regulatory and bank’s requirements
• Develop comprehensive training plan and conduct trainings for new officers
• Manage and mentor the team
• Monitor the teams’ and officers’ productivities
• Review officers’ performances; conduct appraisals and coaching to continuously improve the standard of the performances
• Review customer feedbacks and develop resolution timeframe and benchmarks
• Partner with product teams and business units to coordinate Collection’s activities across the bank
• Take on additional projects and tasks assigned by reporting manager
  
  

Our Ideal Candidate

• Have at least 5-years experience in a Collections context with at least 3-years experience in a direct supervisory position
• Well versed in the bank products and processes
• Possess strong communication, good interpersonal and people management skills
• Possess a logical and analytical mindset
• Able to think outside the box and suggest innovative ways that Collections can be run
• Experienced in managing and using Debt Manager system a plus
• Good with SQL, VBA Macro and primary Microsoft applications a plus