Collection Manager / Team Lead

Overview

Direct Lending is an award-winning Malaysian fintech enabling responsible borrowing. We’ve served thousands of Malaysians, partnered with 2,000+ merchants, earned 7,000+ 5★ reviews, and facilitated RM600m+ in financing.

We’re hiring a hands-on, reliable Collections Manager / Team Lead to own our collections function end-to-end. You’ll lead 7 collectors , shape strategy, set and monitor KPIs, manage external DCAs, personally handle escalations, and co-design AI-automated collection workflows with the product and data science team. You’ll report directly to the Founder and work closely with leadership, product and credit.

We welcome strong senior collectors ready to step up—or managers who thrive in a lean, fast environment.

Responsibilities

• Lead and manage a team of 7 collectors; supervise, coach, and motivate to achieve targets
• Set clear targets, review performance, and drive accountability
• Develop and refine collection workflows, scripts, SMS / WA / email cadences and escalation procedures
• Balance effectiveness with customer care; uphold PDPA and ethical practices
• Take ownership of complex or high-risk accounts; negotiate settlements, restructuring, or repayment plans
• Prepare weekly / monthly reports and performance dashboards
• Identify challenges and recommend initiatives to lift recovery and reduce delinquency
• Act as primary liaison for appointed DCAs; monitor and evaluate DCA performance against KPIs
• Select and onboard new DCAs where required; define SLAs and fee structures
• Partner with product and data science teams to pilot AI-automated workflows, run A / B tests, and scale what works

Qualifications

Benefits & What We Offer

How to Apply

If you’re interested, send your CV with a cover letter to (emailprotected) and tell us what excites you about this role. We regret that only shortlisted candidates will be notified.

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