Collections Team Lead

Collections Team LeadContractCompany DescriptionAbout Grab and Our WorkplaceGrab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.Job DescriptionGet to Know the TeamGrab Financial Group (GFG) provides accessible payments, lending, insurance and investment solutions to millions across Southeast Asia. Our Lending team uses data, experimentation and continuous improvement to strengthen credit operations and create meaningful financial impact at scale.Get to Know the RoleAs Team Leader, MY & SG Collections, you'll oversee debt recovery across both markets, lead Collections Agents through Senior Floor Coaches, and work with Customer Support and external agency partners. Based in Malaysia, you'll report to the Head of Lending Collections.You'll lead Collections Agents through Senior Floor Coaches, directly oversee Customer Support Admin Contractors, and serve as the strategic lead for External Collection Agencies (ECAs). In your first 6–12 months, you'll help pilot and refine a Floor Coach & Enablement Framework. The operating model may adapt to business needs, including portfolio-based teams.Contract Duration:This is atwo(2)-year fixed-term contract position.The Critical Tasks You Will PerformLead Senior Floor Coaches and Collections Agents, supporting coaching, escalations and daily floor operations.Build QA frameworks and scorecards to improve call quality, agent performance and recovery outcomes.Track PTP keep rates, CEI and contact rates; investigate anomalies and take timely action.Manage MY and SG ECAs, including partner relationships, Service level agreement performance, compliance, placement strategies and late-stage recovery tactics.Oversee Customer Support Admin Contractors and ticket operations; keep backlogs low and resolve billing issues, payment discrepancies and customer disputes.Analyse portfolio performance, delinquency and DSO; identify causes and improve processes through workflow redesign and automation.Prepare monthly portfolio reports and present performance insights and recovery plans to management.Ensure compliance with internal policies, collections standards and applicable regulations, including SG DCA guidelines; support audits.QualificationsWhat Essential Skills You Will NeedAt least 3 years of relevant collections operations experience in FinTech, banking, telecommunications, e-commerce or a similar environment.Experience improving processes, automating workflows or refining collections strategies.Experience developing or improving quality assurance, coaching practices, scorecards or performance monitoring.Experience managing external collection agencies or other vendors, including performance, service levels and compliance.Experience leading large and multi tier performing team.Knowledge of collections operations and applicable requirements in Malaysia and Singapore, including Singapore's DCA guidelines.Experience resolving escalated customer disputes and payment discrepancies, applying collections policies consistently, and documenting outcomes.Familiarity with AI or any other technical automation skills is an advantage.Additional InformationLife at GrabWe care about your well-being at Grab, here are some of the global benefits we offer:We have your back withTerm Life Insuranceand comprehensiveMedical Insurance.WithGrabFlex,create a benefits package that suits your needs and aspirations.Celebrate moments that matter in life with loved ones throughParentalandBirthday leave, and give back to your communities throughLove-all-Serve-all (LASA)volunteering leaveWe have a confidentialGrabber Assistance Programmeto guide and uplift you and your loved ones through life's challenges.Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hoursWhat We Stand For At GrabWe are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyJob LocationGoogle Maps requires functional cookies to be enabledI'm interestedI'm interestedPrivacy Notice