Assistant General Manager / General Manager - Servicing Group (NPL & Recovery, BPO Service)

Assistant General Manager / General Manager - Servicing Group (NPL & Recovery, BPO Service)

Oversees the company’s trade debtor account NPL collection, credit loss recovery operation, and overall performance of company’s business process outsourcing (BPO) activities. This role involves strategic planning, operational management, and ensuring client satisfaction, requiring strong leadership, good communication skill, and problem-solving skills.

Responsibilities

• Set key performance indicators (KPIs) for NPL collection and credit loss recovery according to organization goals, and establish results monitoring structure reflecting PDCA (Plan, Do, Check, Analyse) continuous improvement cycle.
• Contributes to NPL collection and credit loss recovery strategy, and BPO business development plan.
• Establish and maintain policies / procedures related to NPL and credit loss recovery operation, and BPO business.
• Manage collection activities and BPO business in compliance with relevant regulations, company policies and procedures.
• Lead, mentor, and train a team of collection professionals, ensuring accountability and performance.
• Responsible for budgeting and allocating resources for BPO business, NPL and credit loss recovery operations.
• Prepare performance reports on timely basis for management reporting.
• Communicate effectively with diverse audiences ranging from senior management of BPO clients to debtors / customers.
• Analyze data and identify trends to improve collection performance and BPO business.
• Maintain up-to-date knowledge and technology related to debtor account collection management and customer communication systems.
• Demonstrate initiative, team-building skills and dedication to driving positive change.
• Understand financial concepts, such as MFRS9 impairment loss provision on accounts receivable, cash flow, and cost of collection.
• Familiar with laws and regulations related to debt collection and BPO business in the financial industry.

Qualifications

Experience

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