We are looking for a hands-on Collections Team Leader / Supervisor to join our growing fintech business in Malaysia. The role is responsible for the day-to-day management and performance of the Collections team, ensuring strong productivity, collection results, and service quality.

The successful candidate will work closely with management team and should have experience in fintech, digital lending, BNPL, consumer finance collections.

Strong English communication skills are required.

Key Responsibilities

Team Management

• Hire, train, and onboard Collections Agents.

• Manage and supervise a team of Collections Agents.

• Monitor daily attendance, productivity, and individual performance.

• Set daily and weekly targets and ensure achievement of team KPIs.

• Coach agents and provide regular performance feedback.

• Support onboarding and training of new team members.

• Identify underperforming agents and take corrective actions.

• Manage daily collection activities across assigned DPD stages.

• Ensure agents follow approved collection procedures, scripts, and workflows.

• Monitor calling activity, customer contacts, PTPs, and recovery results.

• Support agents with difficult customer cases and escalations.

Operations & Process Improvement

• Monitor team and individual performance against KPIs.

• Review daily and weekly results and identify areas for improvement.

• Conduct regular quality checks and provide coaching based on results.

• Ensure collection activities comply with company policies and applicable regulations.

• Escalate customer complaints and compliance issues when required.

• Prepare basic performance reports for management.

Systems & Improvement

• Work with CRM, dialer, and collection systems daily.

• Ensure collection activities are recorded accurately.

• Identify operational or system issues affecting team performance.

• Suggest practical improvements to collection processes and workflows.

Key Performance Indicators (KPIs)

• Roll Rates

• Recovery Rate

• Contact Rate

• RPC (Right Party Contact)

• PTP Rate

• Kept PTP Rate

• Agent Productivity

• Collection Quality / QC Score

• Customer Complaint Ratio

• Attendance Rate

• Cost per Collection

Qualifications & Experience

• 2–4 years of experience in Collections or related credit operations.

• 1–2 years of experience as a Team Leader, Supervisor, or similar role is preferred.

• Experience in fintech, digital lending, BNPL, consumer finance, online lending is strongly preferred.

• Hands-on experience managing or coaching Collections Agents.

• Good understanding of collection processes and key collection KPIs.

• Experience with CRM, dialer, or collection management systems.

• Good communication and people-management skills.

• Strong ownership and results-oriented mindset.

• English — B2 or higher.