Associate Director, Credit Management

Singtel is hiring an Associate Director, Credit Management in Kuala Lumpur, Malaysia. Level rates it ; you can apply on Singtel.

Level's read on this job

Level rates this role Little AI ●○○○: aI is not part of the work.
Level classifies it as an executive role.
Level lists 499 other open roles at Singtel.
The role was posted within the past week.

AI in this role

Join the Growing Team at Singtel Financial Shared Services in Malaysia*!

Are you ready to embark in the exciting world of finance and technology? Singtel Financial Shared Services (FSS) is expanding its operations in Malaysia, and we're looking for passionate, driven individuals to join our dynamic team!

*In Malaysia, Singtel Group operates through a fully owned subsidiary called Sudong Sdn. Bhd.

We are seeking for The Head of CM BPO Operations (Senior Manager) to be based in Kuala Lumpur. This position directly reports to the CM Senior Director, leading a team of approximately 70 staff across Receipting, Collections/Chasers, and Fraud and Dispute Operations. This role oversees Supervisors and Team Leads covering Receipting, Collections, Fraud/Investigations, Quality, Workforce Planning, and Projects/Systems Analysis, with overall accountability for operational performance, compliance, and service delivery. The position also drives operational projects and system and process transformation initiatives, ensuring continuous improvement and alignment with broader business objectives.

Make an Impact by:

Operational Leadership
• Lead daily operations for Receipting, Chasers, and Fraud/Investigations teams, ensuring SLA, KPI, and compliance performance.
• Manage team leads and supervisors; drive productivity, accuracy, and service quality across functions.
• Oversee fraud/AML investigations, ensuring timely escalation and collaboration with compliance and risk.
• Maintain controls and audit readiness for receipting and cash applications.

People Management
• Lead, coach, and develop a 70-headcount team with clear goals, training, and career pathways.
• Oversee workforce planning, scheduling, occupancy, and attrition management.
• Foster a culture of accountability, teamwork, and continuous improvement.

Project & System Management
• Act as operational project lead for system enhancements, automation, process re-engineering, and integration initiatives.
• Partner with IT, finance, and service delivery teams on new system rollouts (e.g., ERP, workflow, or collection platforms).
• Define business requirements, perform UAT, and manage change communications.
• Drive digitalisation and process automation (RPA, dashboards, AI-based monitoring) to reduce manual effort and improve control.
• Track and report project milestones, timelines, and benefits realisation.

Performance & Analytics
• Define and track operational KPIs: cash collection, DSO, SLA adherence, quality, TAT, audit scores.
• Analyse trends, prepare dashboards, and present performance insights to senior management.
• Identify process bottlenecks and initiate corrective action plans.

Stakeholder Management
• Serve as the single point of contact for internal stakeholders (Finance, Credit, Risk, Compliance, Product, and IT).
• Manage BPO/vendor relationships and contract adherence.
• Provide transparent reporting and updates on operations and project progress.

Skills for Success:

• 7–10 years in BPO / Shared Services operations, preferably in finance operations, receipting, collections, or fraud.
• Minimum 2–3 years in a leadership role managing 50+ FTEs.
• Proven project management experience (system implementation, process transformation, or automation).
• Strong business understanding of order-to-cash, credit, and fraud control processes.
• Hands-on experience with ERP systems (SAP / Oracle / Workday, etc.) and workflow tools.
• Analytical mindset — strong Excel/BI skills; familiarity with project tools (e.g., MS Project, JIRA, Power BI).
• Excellent communication in English; able to present to senior stakeholders and cross-functional teams.
• Preferred: PMP, Lean Six Sigma, or similar certification.
• Bachelor’s degree in Business, Finance, Accounting, or related field.

Apply Now!

How we rate this

Associate Director, Credit Management at Singtel rates 36 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.