Job Description

POSITION GENERAL SUMMARY

• Strategic leadership and operational oversight for the Service Desk & Remittance (SDR) and Debt Collection & Monitoring (DCM) units within the Finance Shared Service Center (SSC). The role sets the overall vision for SDR & DCM, driving continuous improvement, operational excellence, and alignment with organizational and customer needs. Key responsibilities include maximizing cash flow, minimizing bad debt risk, and ensuring superior internal and external customer service delivery

ESSENTIAL POSITION FUNCTIONS

Strategic Leadership & Vision

• Set and execute the department’s strategic vision and direction in alignment with Management objectives.
• Accountable to the Management for the delivery performance of the department.
• Establish strong working relationships with key internal stakeholders and customers to support business objectives.

Operational Oversight: Service Desk & Remittance (SDR)
Service Desk Operation:

• Oversee the Service Desk operation including inquiries response times, dispute resolution cycles, and customer satisfaction scores.
• Ensure standardised, compliant procedures and policies governing invoice delivery, dispute handling, and web portal operations in line with legal and internal control standards.
• Develop and maintain the strategic roadmap for the web billing portal and related technologies to support business efficiency

Remittance Management:

• Oversee end-to-end reconciliation and application of customer remittances with accuracy and timeliness.
• Ensure strict compliance with cash handling policies, internal controls, and revenue recognition standards.

Operational Oversight: Debt Collection & Monitoring (DCM)
Strategy & Policy:

• Develop execute, and periodically update debt collection strategies and policies to maximize cash flow, reduce Debtor Turnover Days (DTO) and minimize bad debt write-offs.
• Oversee the preparation of Bad Debt Provision for monthly statutory reporting and compliance.

Risk Mitigation:

• Oversee the active monitoring of debtors aging accounts and execution of effective debt collection procedures.
• Provide regular management reports on the overall customer debt outstanding status, key collection metrics (e.g., DSO, Aging Analysis), and updates on high-risk accounts
• Manage relationships with the legal counsel and third-party collection agencies for escalated cases.
• Ensure all collection activities comply with relevant regulations and ethical standards.

Legal Liaison & Litigation Management:

• Act as the primary interface with the Legal Division escalated delinquent customer accounts and litigation cases.
• Direct and approve the handover of necessary documentation to Legal for external debt recovery proceedings.
• Oversee documentation handover, legal strategy coordination, and monitor outcomes of litigation proceedings, including settlements and write-offs.

Continuous Improvement & Process Efficiency

• Lead continuous improvement initiatives to enhance process efficiency, reliability, and customer experience.
• Drive innovation and change management to improve service quality and align with evolving business needs.

Talent & People Management

• Lead, mentor, and develop departmental talent to build a high-performing, accountable team culture.
• Conduct regular performance reviews and foster a culture of continuous learning and improvement.

Key Challenges

• Balancing stakeholder expectations and conflicting requirements while ensuring operational efficiency.
• Sustain staff performance and proficiency in meeting deadlines.
• Managing changing priorities across multiple functions and maintaining service excellence.

Skills

• Strong background in financial analysis and reporting, internal control and procedures.
• Deep knowledge of Accounts Receivables (AR) management and bad debt provisioning.
• Proven leadership, negotiation, influencing, and conflict resolution skills to manage diverse stakeholders.
• Excellent analytical and problem-solving abilities, with attention to detail and process improvement mindset.
• Strong interpersonal and communication skills for collaboration with internal and external partners.
• Familiarity with planning, data query, analysis and reporting tools. Expertise in ERP systems (AR/AP modules), automated collections tools, and Service Desk platforms.
• Strong understanding of debt collection laws, litigation processes, and data privacy regulations related to financial transactions.

Education

External

• Degree in Accounting/Finance
• Master degree would be an added advantage

Relevant Industries

External

• Degree with a minimum of 7 years of relevant working experience.

Unique Requirement

• Professional Qualification (ICAA,  ICAEW, CPA, ACCA, CIMA or Chartered Financial Analyst (CFA)

Additional Information

Open for Malaysian citizens only.

Please be reminded that only online applications will be entertained.

Applications should reach us by 26 November 2025.

Only the shortlisted candidate will be notified.