Vishal Loganathan
Head Of Collection Operations
Selangor,Malaysia ,10
Summary
Highly accomplished and results-oriented Head of Collections with over 16 years of progressive experience in leading and transforming large-scale credit and collections operations within banking, finance, and Fin-tech sectors.
Proven expertise in developing and executing robust, cost-effective collections and recovery strategies across unsecured loan portfolios, consistently minimizing Non-Performing Loans (NPLs) and maximizing recovery rates. Adept at building, leading, and mentoring high-performing teams and leveraging advanced data analytics and technology (AI, automation, CRM systems) to drive efficiency and performance. .
Overview
17
17
years of professional experience
Work History
Head, Collections & Recovery (MY, SG, PH)
Atome (BNPL Fin-tech)
07.2021 - Current
- Spearheaded the startup and foundational build-out of Collections Operations for three Southeast Asian markets (Malaysia, Singapore, and the Philippines), overseeing over 800 staff, four Collections Managers, and ten Team Leaders.
- Developed and implemented a comprehensive Collections SOP, Fair Debt Collections Policy, KPI, and scorecards matrix, and Collections system onboarding.
- Successfully maintained a loss rate of less than 1% across 11 diverse products (Card Loan, Personal Cash Loan, Buy Now Pay Later Loan, TTS, Lazpaylater), demonstrating robust collections, and risk management techniques.
- Led regulatory engagement with central banks (BNM, MAS, BSP) for license acquisition and BNPL regulation setting across all three regions.
- Managed big data and engaged multiple vendors for collections systems, including dialer and CRM systems, AI-powered tools, and robotic collections.
- Optimized cross-functional synergy by creating clear SOPs between Customer Service and Collections.
Manager, Collections & Recovery
Maxis (Telco)
02.2020 - 06.2021
- Managed and supervised a team of 47 in-house collections agents, 5 team leaders, and a collections outsource supervisor, reporting directly to the director of collections.
- Developed and implemented new data-driven collections strategies during COVID-19, retaining and improving month-to-month collections performance by 15% year over year.
- Provided portfolio feedback to the Head of Credit and Collections for front-end acceptance strategy modification, leveraging big data insights.
- Ensured all operations and collections performance adhered to company policies and legal regulations.
Manager, Collections & Recovery
Grab (BNPL Fin-tech)
07.2019 - 02.2020
- Initiated and led the formation of the Collections Department from the ground up as Grab MY's first Collections Leader.
- Spearheaded the transformation of Collections Strategies, achieving substantial month-over-month increases in recovery rates through innovative approaches.
- Hired, trained, managed, and supervised 65 in-house collection agents, 4 team leaders, and 1 DCA manager.
- Implemented process optimization initiatives, resulting in a 10% reduction in operational costs, while maintaining collection efficiency.
- Built and leveraged automation tools and software systems to enhance efficiency, accuracy, and scalability of billing and collections processes.
Assistant Manager, Collections & Recovery
RHB Bank (Banking)
03.2018 - 06.2019
- Trained, managed, and supervised 12 in-house collection agents, focusing on aging accounts (1-60 days) for the Personal Loan segment.
- Developed and implemented strategies to improve the collection of outstanding sales invoices and avoid excessive Accounts Receivable (AR).
- Analyzed reports to identify trends, recommend strategies, and set payment collection goals and targets.
- Strengthened internal controls over collections and participated in finance-related projects for continuous process improvement.
Lead, Global Collections (ANZ, EMEA, JAPA)
American Express (Banking)
10.2012 - 02.2018
- Managed global debt collections agency (DCA) performance across JAPA, EMEA, and ANZ regions, ensuring appointment, training, and monthly account assignments for 3+ DCAs per region.
- Automated DCA invoice processing using Macro in Excel, significantly reducing processing time from 8 hours to 45 minutes.
- Maintained strong DCA relationships, ensuring optimum collection performance and compliance with all standards.
- Managed contracts and legal bindings for DCA onboarding, service, and offboarding.
Global Support Executive
HSBC (Banking)
01.2009 - 10.2012
- Processed online payment remittances, ensured accurate re-application of rejected payments, and performed re-balancing of overdue customer accounts.
- Performed ad-hoc customer calling to obtain missing banking information, ensuring correct payment re-application.
Education
Bachelor of Arts - Accounting And Finance
University of Wales
U.K03-2013
Skills
- Collections & Recovery: Strategy Development & Execution, NPL Reduction, Early/Mid/Late-Stage Collections, Loan Recovery, Settlement Strategies, Delinquency Management, Unsecured Loans, Credit Cards, BNPL Products
- Leadership & Management: Large Team Leadership (800), Cross-functional Team Management, Performance Management, KPI Development, Training & Mentoring, Process Optimization, Talent Development
- Data & Analytics: Big Data Management, Data Analysis, Portfolio Health Monitoring, Risk Prediction, Tableau, Python (Experienced User), Microsoft Excel, Power BI (Experienced User), A/B Testing
Timeline
Head, Collections & Recovery (MY, SG, PH)
Atome (BNPL Fin-tech)
07.2021 - Current
Manager, Collections & Recovery
Maxis (Telco)
02.2020 - 06.2021
Manager, Collections & Recovery
Grab (BNPL Fin-tech)
07.2019 - 02.2020
Assistant Manager, Collections & Recovery
RHB Bank (Banking)
03.2018 - 06.2019
Lead, Global Collections (ANZ, EMEA, JAPA)
American Express (Banking)
10.2012 - 02.2018
Global Support Executive
HSBC (Banking)
01.2009 - 10.2012
Bachelor of Arts - Accounting And Finance
University of Wales
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