Head of Collections, Retail Portfolio

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. Lead the Retail Collections portfolio by driving delinquency prevention, collections effectiveness, NPL recovery, and operational excellence while ensuring strong risk governance, regulatory compliance, and sustainable portfolio performance. Role Purpose Lead the Bank’s Retail Collections function, overseeing delinquency management, collections strategy, recovery performance, and operational effectiveness across Consumer Financial Services and Emerging Business portfolios. The role is responsible for minimizing delinquency, Non-Performing Loans (NPLs), and credit losses while ensuring strong governance, regulatory compliance, and customer-centric collections practices. The incumbent will also oversee the Malaysia Collection Hub and drive continuous improvements in collection capabilities, systems, and workforce effectiveness. Key Responsibilities 1. Portfolio & Collections Management • Lead end-to-end collections management for Consumer and Emerging Business portfolios across early delinquency, prevention, recovery, and rehabilitation activities. • Drive portfolio performance by managing delinquency, NPL, write-off, and Specific Provision (SP) levels within approved risk appetite and budget. • Establish and execute collection strategies to improve recovery rates and portfolio outcomes. 2. Prevention & Early Delinquency Management • Oversee preventive collection activities to proactively manage arrears, excesses, overdue, and dormant accounts before migration into NPL. • Monitor portfolio trends and emerging risks, implementing targeted interventions to reduce delinquencies and future credit losses. • Lead the Malaysia Collection Hub to ensure effective management of early-stage delinquent accounts. 3. Recovery & Rehabilitation • Drive recovery performance through rehabilitation strategies, restructuring solutions, cooperative exits, and security enforcement actions. • Review recovery effectiveness and implement initiatives to maximize collections, reduce NPL stock, and optimize write-backs of provisions. • Exercise approval authority on NPL-related credit and operational matters, debt abandonment, provisions, and write-offs within delegated authority limits. 4. Collections Strategy & Operations • Develop and execute data-driven collection strategies to improve operational efficiency and customer outcomes. • Optimize the use of collection systems and digital capabilities, including the Debt Manager System. • Oversee workforce planning, capacity management, vendor performance, operating expenses, and resource optimization. • Support business initiatives, product launches, and portfolio growth strategies by providing collections and recovery expertise. 5. Risk Governance & Compliance • Ensure adherence to all internal policies, Group standards, BNM requirements, regulatory expectations, compliance, and information security standards. • Maintain a strong control environment and achieve satisfactory outcomes from Credit Risk Reviews (CRR), internal audits, and regulatory examinations. • Lead collections governance, self-assessment programs, and risk mitigation initiatives to strengthen operational resilience. 6. People Leadership & Culture • Lead and develop a high-performing collections organization through coaching, talent development, succession planning, and performance management. • Foster a culture of accountability, customer focus, continuous improvement, and operational excellence. • Support employee engagement initiatives and drive improvements in staff engagement and capability-building. Key Success Measures • Delinquency and NPL ratios • Specific Provision and credit loss performance • Recovery and rehabilitation outcomes • Collections effectiveness and operational productivity • Audit, compliance, and regulatory results • Employee engagement and talent development • Expense and capacity management Job Requirements: • Strong knowledge and hands-on experience in Collections and Recovery process. • Knowledge and practical experience of litigation process as well as the regulatory requirements. • Practical knowledge and experience on loans products, collections and recovery systems. • Practical knowledge and experience in credit underwriting and risk. • Experience in establishing plans, processes and managing resources. What we offer: Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.