Collections Assistant Manager

Company Description

About Grab and our workplace

Grab is Southeast Asia’s leading superapp. We are dedicated to improving the lives of millions of users across the region by providing them everyday services such as deliveries, mobility, financial services, enterprise services and others. More than that, we provide the opportunity for them to have a better life. And that aspiration starts inside Grab because we believe in a seamless blend of work and home life, making every aspect of life better for all.

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—we work to create economic empowerment for the people of Southeast Asia. With our unwavering commitment to our values, we believe that we're more than a service provider; we're agents of positive change.

Job Description

Get to know our Team

Grab Financial Services Asia (GFSA) team is the lending vertical under Grab Financial Group (GFG) responsible for the end-to-end conceptualization, design, development, execution and ongoing management of all lending activities in its focus markets and segments.

Get to know the Role

The Collections Assistant Manager is primarily responsible for owning the Vendor Relationship Management of GFin’s External Collection Agencies (ECA). As such, corresponding responsibilities and tasks are, but not limited to, the following:

• Establishes rapport with the External Collections Agencies and the GFin Collections
• Sets the optimal, thought out, data driven targets of the ECAs aligned with the overall business targets of GFin
• Works closely with ECAs via a daily check-up to ensure that they are on track with plans/targets. These discussions are pointed, data driven and substantial
• Regularly analyze portfolio performance, provide feedback, and maintain a communication line for issue resolution
• Ensures that ECAs are enabled/equipped by listening and realistically problem-solving with them to yield a win/win outcome
• Own the documentation of ECA policies and SOPs
• Conducts and maintains due diligence on all external collection agencies. Ensures that the ECAs are 100% in adherence to GFin policies. Absolutely zero audit, regulatory and compliance breaches/issues
• Conducts regular ECA site visits; organizes the regular ECA on site visits to GFin
• Coordinate with the legal & compliance team and ensure all procedures and standards are fulfilled
• Develops & maintains agency performance scorecards; and provides regular reports and presentations to the company’s management
• Identifies issues and opportunities for process improvement, and collaborates with relevant stakeholders to implement changes
• Should alway work in sync with the entire team. Apprises Collections Head of relevant salient details, plans, events before actual execution

Given the primary responsibility stated above, the Collections Assistant Manager, also acts as the conduit between the In-house Collections team and the ECA in that:

• He/she randomly validates that cases that are endorsed to ECA are indeed qualified
• In the same vein does actual skip tracking and random field visits for accounts especially on high impact accounts before they are endorsed to ECA. Then, works closely with the In-house Collections Team to optimize the flow, effectively optimizing resource utilization
• Acts as the point person of the company in the very remote event that litigation/ small claims cases are pursued

Qualifications

The Must-Haves:

• You exhibit Grab’s 4H Principles ---- Heart, Hunger, Honour and Humility
• Bachelor’s degree in Business Administration, Finance, or related field
• Proven experience in managing external collection agencies, strongly preferred
• Excellent understanding of collections processes and regulations
• Strong analytical, project management, and data driven, decision-making skills
• Proficiency in Microsoft Office Suite, Google Suite applications, dialer systems, and relevant collections softwares
• Knowledgeable in relevant legal and regulatory guidelines
• Experience in skip tracing, field visits and debt collection negotiations (preferred)
• Ability to foster positive, collaborative relationships with all stakeholders

Additional Information

Benefits at Grab:

We care deeply about your well-being and are committed to supporting you every step of the way. Here are some of the global benefits we offer:

• Protect and provide for your loved ones with peace of mind, knowing we have your back with Term Life Insurance and comprehensive Medical Insurance.
• Craft a benefits package that suits your unique needs and aspirations with GrabFlex, because we believe in empowering you to thrive.
• Embrace the magic of new life and create lasting memories with your family through Maternity and Paternity Leave.
• Life can be overwhelming, but you're never alone. Our confidential Grabber Assistance Programme is here to guide and uplift you and your loved ones through life's challenges.
• Your well-being is our priority. Benefit from our holistic well-being initiatives through Wellbeing@Grab, including health programmes, informative webinars, and vibrant carnivals.
• Achieve a harmonious work-life balance with our FlexWork arrangements, allowing you to adapt and thrive in your personal and professional life.

We’ve got many different benefits hyper localised in each country. Speak to your recruiter during your interview to find out more.

What we stand for at Grab:

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique. If you require accommodations to fully participate in the recruitment process, you are encouraged to include your request(s) when applying.

We deliver the greatest impact and ideas when we bring together diverse perspectives. It is what enables us to spread opportunities to Grabbers and our partners. It’s not a box-ticking exercise; it’s who we are.