Collections Team Lead
Grab · Petaling Jaya
Company Description
About Grab and Our Workplace
Grab 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 Description
Get to Know the Team
Grab 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 Role
As 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 a two(2)-year fixed-term contract position.
The Critical Tasks You Will Perform
- Lead 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.
Qualifications
What Essential Skills You Will Need
- At 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 Information
Life at Grab
We care about your well-being at Grab, here are some of the global benefits we offer:
- We have your back with Term Life Insurance and comprehensive Medical Insurance.
- With GrabFlex, create a benefits package that suits your needs and aspirations.
- Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
- We have a confidential Grabber Assistance Programme to 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 hours
What We Stand For At Grab
We 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.