Poon Kai Chong
Credit Management
Puchong Prima,10
Summary
Managing 10 teams of a over 1,000 members in the entire Malaysia region, am focused on staff engagement to achieve high performing results.
Over the past 10 years, outsourced Non Performing Loans to 30 External Collection Agencies improving more than RM180m per annum in Recovery from less than RM30m.
The Company's first mobile system which is the Field Visit Collection system was implemented in 2015, have ensured safe and secured collection from Field Officers. In 2023, introduced QR pay to the system.
In 2022, Collection Scores were implemented to improve efficiency thus reducing collectors and improving collection results by targeting the right customers at the right time.
A new collection system is being implemented to further enhance collections via the use of AI technology. Further reduction in collectors are expected.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Head of Group
AEON Credit Service (M) Berhad
Kuala Lumpur, Federal Territory
06.2014 - Current
Manage overall Credit Collections activities. Ensure compliance with Regulatory requirements like from Bank Negara Malaysia, Financial Services Act, Fair Debt Practices and Personal Data Privacy.
Oversees daily campaign strategies to ensure optimum collection KPIs are achieved.
Manages projects to improve productivity like implementing new collection systems, Voice bot technology and enhancing existing external collection & recovery systems, e.g. Repossession systems and managing Collection Agencies.
In between, headed of the Credit Assessment Group for 2 years (2018 - 2020), mainly to review and process the approval of credits to customers.
- Increased team productivity by implementing efficient project management strategies.
- Established culture of continuous improvement through employee training and development initiatives.
Education
MBA - Business Administration
University of Western Sydney
Kuala Lumpur 05.2024 - 05.2024
Bachelor of Arts - Law
University of London
Kuala Lumpur 06.1996 - 11.1999
Skills
Coaching and Mentoring individual team members to the next level in the corporate ladder
General Understanding of the use of latest AI technology to the advancement of credit and collections
Coaching Collection Negotiation
General Project Management Experience
Accomplishments
Recipient of the Aeon Financial Services Award from Japan in 2021.
Recipient of Aeon Credit Service Malaysia Excellent Staffs Award in 2017.
Recipient of Aeon Credit Service Malaysia Excellent Staffs Award in 2007.
Recipient of the Citibank Asia Pacific Pacific Credit Elite Award 2005.
Implemented Collection Agency Management Systems to automate the management of 30 External Collection Agencies.
Implemented Collection Scores to target the right customers at the right time, reducing manual collection.
Implemented Repossession System via mobile app to control the movement of repossesors and repossessed vehicles.
Additional Information
I started working with AEON Credit Service from 2005 till 2009, after 9 years with Citibank Malaysia. My task was to lead the setting up of the New Credit Card Department from scratch as the company just obtained license to issue credit cards.
From 2009 till 2013, I was in UOB Indonesia as the Collection Head managing mainly Credit Cards, Mortgage and Personal Financing products. My job was to ensure the achievement of KPIs of the entire Collections of the Indonesian branch, with managing internal teams and collection agencies through out Jakarta, Medan, Bandung, Semarang and Surabaya.
In 2014, I returned to AEON Credit Malaysia after a short stint with UOB Malaysia (2013 - 2014).
Timeline
MBA - Business Administration
University of Western Sydney
05.2024 - 05.2024
Head of Group
AEON Credit Service (M) Berhad
06.2014 - Current
Bachelor of Arts - Law
University of London
06.1996 - 11.1999
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