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

Minimum 5 years’ experience in collections (personal financing, instalment plans, or business loans preferred); proven ability to lead or mentor a team Strong communication and negotiation skills; able to handle difficult conversations with firmness and empathy Data-driven : proficient in Excel / Google Sheets (pivot, SUMIFS, VLOOKUP) Target-driven, resilient, and proactive in finding solutions Highly organized, detail-oriented, and persistent with follow-ups Good command of Bahasa Malaysia and English (Mandarin is a plus) Benefits & What We Offer

Attractive package :

Competitive base + monthly performance incentives; EPF, SOCSO, annual leave, medical Ownership & autonomy :

Report to Founder; no corporate bureaucracy, execution focus, flat and open culture Career growth :

Path to Collections Head or lateral moves to Credit / Operations; gain experience in building AI-assisted collections capability Modern perks :

Hybrid work, casual dress, pantry snacks / coffee / tea, office next to MRT TTDI 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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