Grab Hiring! Full Time Collections Team Lead in Selangor - Ricebowl

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.

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.