Ant International-SEA Regional Collections Operations Lead-Malaysia/Thailand

Ant International

Description

What You Will Own

Set and drive recovery rate targets across Thailand, Philippines, Malaysia, and Singapore, covering both BNPL and Cash Loan portfolios.
Own the full collections funnel: pre-due outreach, early delinquency (M1/M2), deep delinquency, and outsourced agency performance.
Define and continuously optimize collections strategy by DPD bucket, product type, and customer segment.
Monitor key KPIs daily — coverage rate, contact rate, PTP rate, roll rate, recovery rate — and build action plans when metrics deviate.

Source, onboard, and manage BPO partners across multiple markets; establish competitive multi-vendor frameworks to maximize delivery.
Conduct regular business reviews with BPO management; hold vendors accountable through data-driven SLA frameworks.
Build contingency plans to mitigate single-vendor concentration risk across all markets.

Establish and scale in-house collections capabilities in markets where direct operations are strategically required.
Hire, train, and develop local HRO collections staff; build performance management systems that drive agent-level accountability.
Design incentive schemes — ranking-based or target-based — that link individual agent output directly to recovery results.

Analyze collections data across the full customer lifecycle; identify root causes of performance gaps and translate findings into concrete operational actions.
Design and run A/B tests on contact strategies, messaging cadence, channel mix, and settlement offers.
Partner with the Risk team to optimize Skip model performance, refine early intervention triggers, and improve fraud case recovery.
Work with Product & Tech to drive tooling roadmaps: auto-dialer deployment, debt restructuring platforms, and digital outreach channels (WhatsApp, LINE, Viber, SMS, Email).

Ensure all collections activities comply with local debt collection laws and consumer protection regulations in each market.
Maintain full awareness of regulatory variance across markets.
Oversee vendor compliance; ensure BPO partners adhere to local legal requirements and internal conduct standards.

Serve as the primary bridge between Collections, Risk, Product, and Finance; translate operational realities into actionable product and policy requirements.
Present performance updates and strategic proposals to senior leadership and regional stakeholders.
Collaborate with Risk on segmentation strategy, customer treatment policies, and portfolio prioritization.

What We Are Looking For

8+ years in consumer credit collections operations, with at least 4 years in a multi-country or regional leadership role.
Proven track record in Southeast Asia collections — deep familiarity with at least two of: Thailand, Philippines, Malaysia, Singapore, Indonesia.
Demonstrated experience in BPO vendor sourcing, contract negotiation, performance management, and commission model design.
Prior experience in fintech, digital banking, BNPL, or e-commerce lending strongly preferred.

Exceptional data fluency — able to independently pull, analyze, and act on collections data; SQL is a strong plus.
Strong command of collections strategy design: dialing strategy, channel sequencing, skip tracing, settlement programs, legal escalation.
Demonstrated ability to build and manage high-performance teams across cultures and time zones.
Strong project management capabilities; able to run multiple operational improvement initiatives simultaneously.
Excellent written and spoken English — mandatory.
Mandarin Chinese — significant plus.

Comfortable in fast-paced, high-ambiguity environments where strategy and priorities can shift quickly.
Bias toward action: identifies problems quickly, proposes clear solutions, executes with urgency.
Analytically rigorous but operationally pragmatic — knows when to go deep and when to move fast.
Culturally sensitive — understands the nuances of managing teams and vendors across diverse SEA markets.