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 roleinvolve 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 tomeet or surpass targeted expectations. Your proactive approach with strong data analytics skill will be key in the collection ofoverdue amounts. You'll closely monitor and deep dive into repayment rate, callsspin rate as well as other performance metrics to ensure we maximize the potentialof collections with the allocated resources. Alongside this, you'll address customerinquiries 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 establishedOKRs outlined by the Head of Collection MYSG, whilst adhering to mandatoryRegulatory & Compliance industry standards. You'll also be expected to lead the development, testing, and implementation of newprocedures 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 withexcellent communication skills and strong customer service prowess – all crucial forthis 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 detectedimmediately. 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 onthecollection performance. 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,goodinterpersonal 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 tomanagement 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 Collectionscan be run. Curiosity for continuous learning and development Excellent skills in MS Office and databases. Proficiency in written and spoken Bahasa Malaysia and English. Mandarinspeaking 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.
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