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Deutsche Post

# Team Leader / Supervisor – Advance Duty Collection (ADC)

Petaling Jaya, Selangor, Malaysia Full-time Manager or lead 

Listed on Deutsche Post’s official careers site. Posted November 9, 2026. Check that it is still open and apply there.
[Apply on Deutsche Post’s careers site →](https://careers.dhl.com/global/en/job/DPDHGLOBALAV389472ENGLOBALEXTERNAL/Team-Leader-Supervisor-Advance-Duty-Collection-ADC)

[OpenNash Jobs](https://jobs.opennash.com/) / [Deutsche Post](https://jobs.opennash.com/companies/deutsche-post/) / Team Leader / Supervisor – Advance Duty Collection (ADC)

## Job description

### Job Purpose

To lead and manage a team of agents handling inbound/outbound calls and email communications, with a strong focus on driving fast and successful online payments via digital channels (e.g., payment links, portals, e-wallets), while ensuring compliance and positive customer experience.

### Key Responsibilities
- Team Leadership & Management Supervise and lead a team of collections agents focused on digital payment recovery. Coach agents on effective techniques to guide customers toward immediate online payment. Conduct regular performance reviews, daily huddles, and real-time support.

Build a high-performance culture focused on speed of collection and digital adoption.

### Digital Collections Execution Drive collection activities through
- Inbound/outbound calls Emails and digital communications Ensure agents actively promote and assist customers in using online payment methods (e.g., payment links, QR codes, payment portals). Maximize same-day / immediate payment conversion. Monitor follow-ups on unpaid invoices to accelerate cash flow.
- Performance Management Manage and track KPIs such as: Online payment conversion rate Same-day collection rate Promise-to-pay (PTP) vs actual payment Email response effectiveness Identify opportunities to improve digital payment success rates. Implement action plans to close performance gaps.
- Customer Engagement & Payment Facilitation Ensure agents clearly explain how to complete online payments step-by-step. Support handling of customer objections related to digital payments (e.g., trust, access, technical issues). Handle escalations and negotiate payment solutions when needed. Ensure a balance between firm collections approach and customer experience.
- Quality Assurance & Compliance Ensure all interactions comply with regulatory and company policies.

### Monitor calls and email communications to ensure

Clear instructions for online payment Professional tone Compliance with collection practices Provide feedback and targeted coaching.
- Process & Digital Optimization Identify gaps in digital payment processes (e.g., broken links, user experience issues). Work with internal teams (IT, Finance, Product) to improve: Payment link usability Customer journey for online payments Promote automation and digital tools to reduce manual follow-ups.
- Reporting & Insights Prepare reports on: Digital payment adoption Conversion rates Collection efficiency Analyze customer behavior to identify barriers to online payment. Recommend strategies to improve straight-through digital collections.

### Skills & Competencies
- Strong leadership and coaching ability
- Excellent negotiation and influencing skills
- Strong focus on driving immediate online payments Good understanding of digital payment methods and customer behavior Analytical mindset with KPI-driven approach
- Ability to handle escalations and challenging conversations
- Familiarity with CRM systems, dialers, and payment platforms Key KPIs Online payment conversion rate Same-day / immediate payment rate Collection recovery rate Agent productivity and utilization Quality and compliance scores

## At a glance
- Posted by the employer: Nov 9, 2026
- First seen by OpenNash: Nov 10, 2026
- Last checked: Nov 10, 2026
- Listed for: 1 day
- Location: Petaling Jaya, Selangor, Malaysia
- Employment type: Full-time[Apply on Deutsche Post’s careers site →](https://careers.dhl.com/global/en/job/DPDHGLOBALAV389472ENGLOBALEXTERNAL/Team-Leader-Supervisor-Advance-Duty-Collection-ADC)

## Hiring at Deutsche Post
- Open jobs: 14,171
- New in the last 7 days: After two weekly collections
- Tracked since: Oct 13, 2026

[All Deutsche Post jobs](https://jobs.opennash.com/companies/deutsche-post/) · [Weekly hiring report](/reports/hiring/)

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