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Sovereign’s Capital
Sovereign’s Capital

Digibank Malaysia Project - Collections SupervisorMalaysia



People & HR, Operations
Posted on Wednesday, May 24, 2023

Get to know our Digital Bank Team:

Grab is leading a consortium for Digital Bank licence and building a bank with the right foundation - using data, technology and trust to solve problems and serve customers. We have big dreams to unlock and financial inclusion for people in our region is just one. If you have what it takes, help build our new Digibank with us.

The Collections Supervisor is responsible for running the Collections operations and call strategies for Singapore consumer and SME portfolios.

The day-to-day tasks:

  • Manage the active delinquent portfolio

  • Monitor and control delinquency, minimise credit losses and improve resolution rates through effective digital and call strategies

  • Review and improve Collections processes to ensure overall efficiency in terms of customer contacts, early warning signals and recovery techniques

  • Provide regular inputs to management on delinquency trends, early warning signals from the newly booked portfolio and flow rate velocity and recovery indicators

  • Run the Collections function on a day-to-day basis (system performance, worklist assignment, call centre, reporting)

  • Ensure the processes and policies are documented, updated and in compliance to statutory, regulatory and bank’s requirements

  • Develop comprehensive training plan and conduct trainings for new officers

  • Manage and mentor the team

  • Monitor the teams’ and officers’ productivities

  • Review officers’ performances; conduct appraisals and coaching to continuously improve the standard of the performances

  • Review customer feedbacks and develop resolution timeframe and benchmarks

  • Partner with product teams and business units to coordinate Collection’s activities across the bank

  • Take on additional projects and tasks assigned by reporting manager

The must have:

  • Have at least 5-years experience in a Collections context with at least 3-years experience in a direct supervisory position

  • Well versed in the bank products and processes

  • Possess strong communication, good interpersonal and people management skills

  • Possess a logical and analytical mindset

  • Able to think outside the box and suggest innovative ways that Collections can be run

  • Experienced in managing and using Debt Manager system a plus

  • Good with SQL, VBA Macro and primary Microsoft applications a plus

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Equal opportunity

Grab is an equal opportunity employer. We owe our success to the talents of our globally-diverse team and the varying perspectives they add to our thriving community.

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Grab does not accept unsolicited resumes sent by recruiting agencies. Please do not forward resumes to our job postings, Grab employees or other parts of the business. Grab will not be liable to pay any fees to agencies for candidates hired as a result of unrequested resumes.