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Supervisor, Collections (APAC)

Malaysia - Selangor - Petaling Jaya


In the Collections Supervisor role, you will be responsible for overseeing as well as participating in the daily processes of the Collections department. This individual will ensure collections tasks are completed timely, provide task priorities to the team, assist with problem resolution, assist in leadership responsibilities, and ensure company and departmental policies are followed. As part of the Global Financial Operations team the ideal candidate will need to have strong written and verbal communication skills and be a detail-oriented problem solver with the ability to multi-task. We are looking for a team-player who enjoys working closely with other departments in an ever-changing environment.

What you’ll do:

  • Supervision and performance of daily collection department functions, including assignment of work queues, management of escalation cases and monitoring of collector workloads and performance against metrics
  • Review and create cases related to credit notes for late reconciliation requests by hotels
  • Responsible for overseeing staff, including but not limited to fielding questions, providing task priorities, and problem resolution
  • Meet with each direct report at least weekly to discuss issues and escalation cases
  • Actively participate in interviewing and hiring employees
  • Facilitate the training of employees and ensure training manuals are updated
  • Lead and coach team utilizing formal performance reviews and one-on-ones while leading by example
  • Prepare monthly presentations on portfolio performance for discussion with leadership team
  • Ensure company and departmental policies are followed
  • Monitor staff productivity goals and expectations
  • Ensure collections inbound call's KPI's are met
  • Correspond with Market Managers, PAC/GSO team, corporate contacts, and properties on escalated issues
  • Make collection calls on Top Revenue hotels; send emails and faxes to Top Revenue hotels regarding commissions due on a daily basis
  • Communicate with Top Revenue hotels in various countries, as required
  • Manage assigned account base in regard to commission collections, maintain up-to-date contact information for hotels assigned to you
  • Complete special projects as assigned

Who you are:

You’ll fit this role if you have:

  • University degree in related field
  • Strong end to end people management skills , have managed a team of at least 6-8 staff strength
  • Previous collections /travel industry experience would be a plus
  • Extensive knowledge of basic computer programs including Excel, Word, and Outlook
  • Detail-oriented, organized, efficient and able to multi-task
  • Excellent problem-solving, analytical and mathematical skills
  • Positive attitude, goal-oriented, and able to work with minimal supervision
  • Excellent verbal and written communication skills
  • Excellent interpersonal skills

Expedia Group recognizes our success is dependent on the success of our people.  We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business.  Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so. 

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach.  We relentlessly strive for better, but not at the cost of the customer.  We act with humility and optimism, respecting ideas big and small.  We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground, so we can act fast and stay simple.  Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®,®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions,™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.



Expedia is committed to creating an inclusive work environment with a diverse workforce.All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.


Job Category
Finance and Accounting Group

Job Function

Malaysia - Selangor - Petaling Jaya

Job Type
Full-Time Regular

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