Collection & Project Operations Lead (Monee)

About the Role

Lead and manage a large collection and project operations team to drive recovery performance, operational excellence, and cross-functional delivery. Own end-to-end collection processes, project lifecycles, automation initiatives and compliance with relevant laws and internal policies.

Responsibilities

• Lead and manage collection and operations teams, fostering high performance, development and motivation.
• Pioneer and organise project workforces, managing budget, timeline and headcount to achieve company goals.
• Design and implement incentive schemes and commission structures to drive team performance and maximise recovery rates.
• Design and execute end-to-end collection strategies across pre-due, post-due, outsourcing and litigation to minimise losses.
• Develop debt allocation and outsourcing strategies and manage external vendor relationships.
• Lead development and implementation of in-house collection systems and automation tools to improve workflow.
• Own project requirements through initiation, planning, execution, monitoring, evaluation and closure; ensure service stability and timely issue resolution.
• Drive continuous improvement by identifying operational gaps, performing root cause analysis and implementing sustainable solutions; maintain and standardise SOPs and escalation workflows.
• Build and maintain automated reporting, dashboards and tools for real-time monitoring of recovery rates and operational metrics; analyse performance data to identify trends, bottlenecks and risks and present findings to management.
• Collaborate with Risk Management and Compliance to ensure all activities comply with laws, regulations and internal policies; establish training and quality assurance frameworks.

Qualifications

• Bachelor’s or Master’s degree in Business Administration, Finance, Engineering or a related field.
• Proven experience in debt collection management within a fast-paced environment, including outsourcing and litigation.
• 4+ years of experience in project management, operations or business transformation roles is preferred.
• Demonstrated success leading cross-functional projects from planning through execution.
• Experience with SQL and coding/scripting (e.g., Python, JavaScript, Google Apps Script) is a strong plus for driving automation through AI tools.
• Knowledge of incentive scheme design and financial reporting metrics.
• Strong leadership and people management skills, with ability to resolve conflicts and motivate large teams.
• Strategic, results-oriented and ethical mindset; excellent communication and interpersonal skills with a good command of English.
• Adaptability and flexibility to handle operational issues outside standard working hours when required; detail-oriented and able to manage multiple priorities in a dynamic environment.