Collections Team Lead at Grab

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Lead Senior Floor Coaches and Collections Agents, supporting coaching, escalations and daily floor
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, SLA performance, compliance, placement
Oversee Customer Support Admin Contractors and ticket operations; keep backlogs low and resolve
Analyse portfolio performance, delinquency and DSO; identify causes and improve processes through

At least 3 years of relevant collections operations experience in FinTech, banking
Experience improving processes, automating workflows or refining collections strategies.
Experience developing or improving QA, coaching practices, scorecards or performance monitoring.
Experience managing external collection agencies or vendors, including performance, service levels
Experience leading large multi-tier performing teams.
Knowledge of collections operations and applicable requirements in Malaysia and Singapore

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