Citi Citibank Berhad KL - Secured Front End Collections Head, Country Collections (AVP) in Malaysia

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur

  • Education: Bachelor's Degree


  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 18008451


  • Review MIS reports such as Portfolio Performance Reports, 30+ delinquency Closing Indicator Rates (CIR), Transfer in PDO, Key Productivity reports and Quality Monitoring Scores to measure success of units and implement robust collection strategies based on MIS

  • Analyze results and provide feedback on unit performances (better/worse 30+ delinquency rates, Transfer In accounts to PDO, productivity) and formulate action plans to improve rates

  • Review Unit capacity plan & leave plan monthly to ensure adequate resources to handle workable accounts

  • Establish efficient ACACs, Auto-Dialer systems set-up, Work Force Management & Dial based intensity cap plan to ensure these platforms are fully supportive of TRIAD, Recovery Scores (where applicable) and collection strategies in line with Global and Regional Collections Practices

  • Perform random on-line Call Monitoring as pulse check on call quality

  • Validate targets with MIS Unit and Bucket Supervisors every month

  • Validate Credit control officers & Supervisors Monthly Incentive Payout

  • Conduct meetings & huddles with Supervisors & Credit control officers to disseminate information and share strategies & results

  • Review & approve adjustment forms ie rewrite submission, waivers of legal letters and current account, Special Interest Rate Reduction memo for delayed/abandoned projects, TD upliftment, memo transferring to Non Performing for Mortgage Power, Home Credit, 2 in housing loan, Current Account Closure and NPL memo etc

  • Review employee’s personal folders periodically to ensure coaching is done monthly and remarks updated are of quality with relevant actions to address performance issues

  • Monitor non-performers and formulate action plans with supervisors to address poor performance

  • Provide quarterly performance feedback to Supervisors

  • Handle projects assigned by Collections Head ie enhancement to current departmental processes, involvement in new product launches, UAT’s and QAT’s

  • Handle inquiries from cross departments

  • Ensure Key Processes are updated in LOP and reviewed periodically for updates

  • Handle customer complaints/walk in customers when necessary Ensure complaints & customer’s letters are addressed/ reverted in timely manner

  • Ensure system security violations are acted upon in timely manner

  • Ensure supervisor back-up plan is in place to ensure BAU

  • Monitor KRI Triggers/other triggers related to respective work-area such as CQM, outsourced agency assignments, calling gaps and formulates action plans to prevent breach In the event of breach, ensure it’s highlighted to Collection Head immediately

  • Escalate suspicious activities or volatile spending patterns on customers account to BUCO for investigation

  • Ensure strict adherence to all credit policies, procedures, BNM guidelines, compliance, information security, check payment guidelines etc

  • Practice and display exemplary and service excellence at all time

  • Any other assignments given by the Bank from time to time as the Bank may deem fit

  • Encourage VOE spirit amongst colleagues and credit control officers to support all VOE and VOC activities

  • To develop and build supervisors to become future leaders Delegate management tasks and to expose supervisors to be involved in decision-makings



  • Bachelor’s degree or Diploma or equivalent

  • Minimum 9 -10 years experience in Collections

  • Experience handling high volumes in a high-pressure environment

  • Understanding of the people and change management issues unique to an operations environment

  • Cross cultural experience

  • Sound knowledge of working of systems

  • Strong analytical skills in addition to strategic and lateral thought processes

  • Planning and organizing skills

  • Process improvement focus