{"id":3341472,"url":"https://alion.io/job/grab-collections-team-lead","title":"Collections Team Lead","company":{"id":158,"name":"Grab","domain":"grab.com","url":"https://alion.io/company/grab","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":54,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Petaling Jaya, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":30000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":15},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-27T08:00:51Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-03T16:31:45Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"About Grab and Our Workplace\nGrab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.\n Get to Know the Team\nGrab Financial Group (GFG) provides accessible payments, lending, insurance and investment solutions to millions across Southeast Asia. Our Lending team uses data, experimentation and continuous improvement to strengthen credit operations and create meaningful financial impact at scale.\nGet to Know the Role\nAs Team Leader, MY & SG Collections, you'll oversee debt recovery across both markets, lead Collections Agents through Senior Floor Coaches, and work with Customer Support and external agency partners. Based in Malaysia, you'll report to the Head of Lending Collections.\nYou'll lead Collections Agents through Senior Floor Coaches, directly oversee Customer Support Admin Contractors, and serve as the strategic lead for External Collection Agencies (ECAs). In your first 6-12 months, you'll help pilot and refine a Floor Coach & Enablement Framework. The operating model may adapt to business needs, including portfolio-based teams.\nContract Duration: This is a two(2)-year fixed-term contract position.\nThe Critical Tasks You Will Perform\nLead Senior Floor Coaches and Collections Agents, supporting coaching, escalations and daily floor operations.\nBuild QA frameworks and scorecards to improve call quality, agent performance and recovery outcomes.\nTrack PTP keep rates, CEI and contact rates; investigate anomalies and take timely action.\nManage MY and SG ECAs, including partner relationships, Service level agreement performance, compliance, placement strategies and late-stage recovery tactics.\nOversee Customer Support Admin Contractors and ticket operations; keep backlogs low and resolve billing issues, payment discrepancies and customer disputes.\nAnalyse portfolio performance, delinquency and DSO; identify causes and improve processes through workflow redesign and automation.\nPrepare monthly portfolio reports and present performance insights and recovery plans to management.\nEnsure compliance with internal policies, collections standards and applicable regulations, including SG DCA guidelines; support audits.\n What Essential Skills You Will Need\nAt least 3 years of relevant collections operations experience in FinTech, banking, telecommunications, e-commerce or a similar environment.\nExperience improving processes, automating workflows or refining collections strategies.\nExperience developing or improving quality assurance, coaching practices, scorecards or performance monitoring.\nExperience managing external collection agencies or other vendors, including performance, service levels and compliance.\nExperience leading large and multi tier performing team.\nKnowledge of collections operations and applicable requirements in Malaysia and Singapore, including Singapore's DCA guidelines.\nExperience resolving escalated customer disputes and payment discrepancies, applying collections policies consistently, and documenting outcomes.\nFamiliarity with AI or any other technical automation skills is an advantage.\n Life at Grab\nWe care about your well-being at Grab, here are some of the global benefits we offer:\nWe have your back with Term Life Insurance and comprehensive Medical Insurance.\nWith GrabFlex, create a benefits package that suits your needs and aspirations.\nCelebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave\nWe have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.\nBalancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours\nWhat We Stand For At Grab\nWe are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.","description_format":"text","description_chars":4524,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Health insurance","Life insurance"],"hiring_locations":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Delivery","Ride Hailing","Digital Banks & Neobanks"],"lifecycle":[{"event":"open","at":"2026-10-27T15:41:00Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":6,"expected_fill_days":30,"reasons":["conf:3","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/grab-collections-team-lead","json_url":"https://alion.io/job/grab-collections-team-lead.json","meta":{"generated_at":"2026-11-03T20:44:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3488,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":158},"rest":"https://alion.io/mcp/rest/get_company?id=158"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgrab-collections-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgrab-collections-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgrab-collections-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/grab-collections-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgrab-collections-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3341472}},{"tool":"search_jobs","arguments":{"company":"grab.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3341472},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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