Collection Manager

Role Summary

The Collections Manager will lead Experian Southeast Asia’s Singapore collections operation, overseeing in-house and field collectors across financial institution and non-financial institution portfolios. The role is accountable for collection performance, client service levels, team capability, regulatory controls and operational reporting. You will develop recovery strategies, improve processes and systems, manage capacity and performance, and partner with clients and internal teams to resolve escalations and support new client onboarding. The role also leads audit readiness, business continuity activities and ongoing control compliance.

What you’ll be doing

· Lead the in-house and field collections teams, set portfolio targets and implement strategies that maximise recoveries while meeting client service level agreements and key performance indicators.

· Monitor team productivity and case allocation, manage capacity and recruitment, and provide regular coaching, training, performance reviews and succession planning.

· Own client relationships for collection operations, including monthly performance reviews, escalated queries, complaints, operational reporting and the onboarding of new clients.

· Review standard operating procedures and lead process improvements, troubleshooting and system enhancements, including user and production acceptance testing and implementation.

· Maintain strong operational governance by overseeing service-level audits, OSPAR documentation, information and physical security controls, and annual business continuity planning and exercises.

· Partner with internal stakeholders, banking audit teams and external clients to ensure timely reporting, effective controls and consistent delivery across FI and Non-FI portfolios.

What We’re Looking For

· Proven experience managing collections or debt recovery operations within financial services, credit management or an outsourced collections environment.

· Experience leading both office-based and field collections teams, with accountability for productivity, recovery targets, service levels and customer outcomes.

· Working knowledge of banking-client governance, operational risk, audit requirements, information security controls and business continuity planning.

· Demonstrated experience managing client relationships, performance reviews, escalations and service-level or operational reports.

· Hands-on experience improving collection processes and supporting system changes through UAT, PAT or equivalent testing and implementation activities.

· Strong capability in workforce planning, recruitment, coaching, performance management and the development of future team leaders.