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Jobs

Collection Team Lead

Grab

Grab

Petaling Jaya, Selangor, Malaysia
Posted on Friday, July 5, 2024

Company Description

Life at Grab

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.

Job Description

About the role

  • As a Team Leader of collection team for MY & SG, responsibilities within this role involve the cultivation of dependable, long-term relationships with allocated clients.
  • Excellent negotiation skills are required to encourage fulfilment of loan commitments, and you'll ensure alignment with our approved Collections Strategy and Policy to meet or surpass targeted expectations.
  • Your proactive approach with strong data analytics skill will be key in the collection of overdue amounts. You'll closely monitor and deep dive into repayment rate, calls spin rate as well as other performance metrics to ensure we maximize the potential of collections with the allocated resources. Alongside this, you'll address customer inquiries about loan defaults, aiming to limit complaints.
  • You will lead collection agents and collaborate with External Collection Agencies (MY & SG) for recovery purposes. It's important that you work towards all established OKRs outlined by the Head of Collection MYSG, whilst adhering to mandatory Regulatory & Compliance industry standards.
  • You'll also be expected to lead the development, testing, and implementation of new procedures for new products, collaborating with multiple teams to meet objectives. On top of this, you should undertake periodic reviews of existing operational processes, with a focus on improving productivity and efficiency.
  • You'll need a strong ability to solve problems and argue cases effectively, along with excellent communication skills and strong customer service prowess – all crucial for this role.

Key responsibilities:

  • Debtors monitoring.
  • Investigate and resolve possible discrepancies or disputes.
  • Ensure customer tickets backlog is at the minimum level daily.
  • Supervise and coach collection agents in execution of their daily tasks.
  • Monitor performance metrics daily and report / resolve abnormality detected immediately.
  • Working closely with stakeholders (ie.regional team / cross functional team) and provide required support.
  • Perform deep dive performance analysis for each of the Lending portfolio.
  • Propose how we can perform better when needed.
  • Prepare reports, supported by data and present during meeting to pitch on the collection performance.
  • Support new products development.
  • Collaborate closely with External Collection Agencies (MY & SG) for effective & efficient debt recovery.
  • Ensure compliance of Grab policy or any standards and regulatory relevant to Collections.
  • Support internal / external audits when needed.

Qualifications

  • University degree with a minimum of 3-5 years of relevant experience, familiarity with Corporate/ SME banking / Fintech / e-Commerce is a plus.
  • Preference for previous working experience in fast-growing/ tech companies.
  • Ability to navigate ambiguity and balance details with quick execution.
  • Experience in leading a team of 8-15 collections agents.
  • Team player with strong communication & negotiation skills, good interpersonal and people management skills.
  • Highly adaptive to a dynamic business environment.
  • Possess a logical and analytical mindset.
  • Strong command in data storytelling and experience presenting insights to management in a thoughtful manner.
  • Independent and able to meet deadlines in a fast-paced environment.
  • Able to work under pressure, flexible and open-minded.
  • Able to think outside the box and suggest innovative ways that Collections can be run.
  • Curiosity for continuous learning and development
  • Excellent skills in MS Office and databases.
  • Proficiency in written and spoken Bahasa Malaysia and English. Mandarin speaking is a plus.
  • Good with SQL, VBA Macro and any coding language is a plus
  • Good knowledge of Corporate/SME banking credit and collection policies/procedures is a plus.

Additional Information

Our Commitment

We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.