Senior Manager, Collections Strategy

About the role

We are looking for a Senior Manager, Collections Strategy to own what we recover when a customer misses a payment. You will own the outcome from the missed due date through to write-off recovery, working closely with Marketing, Operations, Risk, Data, Legal, Compliance and Product. 

This role is for someone analytical and hands-on in equal measure. You will set the strategy, design the experiments that test it, and work with senior stakeholders to drive the decisions that follow. 

What you will do

• Own the collections outcome: cure in the first week and the first month, roll rates between delinquency buckets, recovery after ninety days and from written-off accounts, and cost per ringgit collected.

• Take our current collections plan from framework to execution-ready, with stage targets, initiative sizing, sequencing, and a register of what launches and what we kill.

• Run the monthly collections forum and the weekly execution check with operations, so faults are caught inside the cycle rather than at the readout.

• Build a structured test-and-learn programme, designing around the constraint that we cannot withhold existing treatment from a delinquent customer.

• Work out how our channels interact, for example whether a WhatsApp on day one cannibalises email and calls, and turn the answers into contact rules that marketing and operations run.

• Own the performance read on AI call-bot vendors and collection agencies, and build a KPI framework that holds them to account without creating perverse incentives.

• Keep every change to contact content, frequency and timing inside conduct guardrails, clearing it with risk and compliance before anything launches.

• Write the case for product fixes where the evidence points that way, such as self-serve repayment or promise-to-pay capture, and hand the requirement to the product managers who own the book.

What we are looking for

• 5+ years in collections strategy, credit lifecycle or portfolio management at a bank, card issuer, BNPL provider or consumer lender, including hands-on ownership of contact strategy or treatment design.

• Comfort working in the data yourself: you write your own SQL against a warehouse and are able to find your way around product analytics.

• A track record of designing and reading controlled tests, whether champion/challenger or phased rollouts.

• Experience owning an outcome without owning the people who deliver it, across risk, operations, marketing, engineering and third-party vendors, with evidence that the outcome moved.

• Clear, brief writing for a leadership audience, and the presence to hold senior stakeholders to a decision.

• Working knowledge of Malaysian collections conduct is an advantage, including BNM's fair debt collection requirements, the outsourcing policy as it applies to collection agencies, CCRIS and PDPA. If you come from another market you will need to learn it fast, and we will help.

• Product management experience is an advantage, having written requirements and shipped features.

• Experience with dialler or contact-centre platforms, AI voice bots, collections decision engines, or contact-timing and next-best-action models is a plus.

• Python or R beyond SQL, and warehouse-native experimentation, is a plus.

• Digital bank or BNPL experience in Malaysia or South-East Asia is a plus.

Why join us

Collections are usually treated as a cost centre and staffed accordingly. Here it decides the economics of lending, and you will have the data, the vendors and the mandate to prove what works.