Manager, Collection Support Operation

Role Responsibilities

To drive and execute collection strategies, automate processes, drive digital agenda in Collections, with the aim to reduce credit losses and maximize collection productivity and effectiveness.

Strategy

Provide relevant support to ensure successful implementation of collection strategies and processes. Ensure all collection policies and procedures comply with group polices and standards Assure proper and updated documentation of all in country policies and procedures are maintained at all times. Oversee the collection systems administrative function. To adhere and comply with Bank Negara Guideline, Global Credit Standard, Credit Policy Manual and Syariah (Islamic Law) compliant.

Business

Ensure all CACS, SMS, IVR & dialler management policies & procedures comply with group policies and standards. Assure proper and updated documentation of all in-country procedures are maintained at all times. Identify opportunities to automate and streamline manual processes using SAS. Accountable for closing all policy &/or process standard gaps within agreed timelines Ensure that control issues &/or gaps arising from internal audits, business risk reviews, peer reviews, regulatory review, and collections QA reviews are action and closed within the stipulated timelines. Accountable for compliance with operational risk, against money laundering guidelines, reputational risk, treating customer fairly policy, and local regulations on collection activities, including but not limited to customer data privacy regulations, physical contact and use third party agency guidelines. Ensure proper due diligence and periodic updates are conducted on external parties earmarked for accreditation to providing related services for CACS & dialler maintenance and upgrades. Participate in and/or support the bank's effort in combating money-laundering activities Exercise due care and diligence on matters related to money laundering and KYC in the day to day operations which include account opening and reviews, transaction monitoring, reporting suspicious, customer communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training. Support to superior and subordinates. Accountable for Strategy execution, CACS, SMS, IVR and dialler management team compliance to the group code of conduct. Review and ensure that daily, weekly & monthly MIS and KPIs are accurate and prepared in a timely manner. Assure that triggers are action to optimize performance management of the CACS, SMS, IVR and predictive dialler system. To ensure compliance with the group's standards and regulatory requirements pertaining to money laundering and KYC. Responsible for liaising and working with relevant managers in the collections department to ensure the most cost effective and productive allocation of collector resources to work on the campaigns set up on the CACS, SMS IVR & Dialler. Ensure all collection administrative functions which includes complaints co-ordination, BCP co-ordination, systems UAT and other general admin tasks are carried out correctly and as per agreed timelines. Ensure all relevant CSTs/ORF are conducted completely, timely and correctly. Provide support to various collection processes Generate reports for collections.

Processes

Responsible for timely communication & implementation of collections strategies, champion/challenger test, and campaigns to the CACS, SMS, IVR & Dialler Management team. Identify and introduce new tools to drive collection effectiveness. Responsible for managing all the hardware and software that interfaces or connects to the predictive dialling system, including the host systems, collections systems, collector workstations, servers, & telecommunication connections Responsible for ensuring the timeliness and accuracy in the upload and download of files to & from host system. Responsible for updating, revising, maintaining & adjusting parameters and tables according to the management strategies in the most cost effective and expeditious way. Responsible for communicating and sharing the performances and outcomes of CACS, SMS, IVR & dialler campaigns to the country collections head, and peers in the collections department, and to remove any hindrance to optimal CACS & dialler performance such as inaccurate parameter setup or "bad" phone numbers, or inappropriate dialler resource allocation, frequency dialler or telecommunications downtime, &/or frequent changes to dialler campaigns scheduling. Responsible for assuring the consistent & reliable operations, and timely maintenance, of the CACS, SMS, IVR & predictive dialler. Responsible for maximizing the CACS, SMS, IVR & predictive dialler functionalities to execute campaigns. Be the single point of contact with the CACS, SMS, IVR & predictive dialler system provider support help desk. Accountable for submitting updates of system access requirements to the system administration team Champion continuous process improvements, optimize and upgrade CACS, SMS, IVR & dialler functionalities and capabilities to maximize cost efficiencies. Use SAS to generate BAU and ad hoc reports to support collection process.

People & Talent

Work with relevant RB T&I teams with regards to the completion of collection related system projects or enhancements Report and work with relevant RB T&I on rectification of system errors or issues. Liaise with relevant RB T&I teams on any system related queries. Work with RRS MI teams with regards to the completion of collection related new BAU or Ad Hoc reporting request. Report and work with relevant RRS MI teams on rectification of reporting errors or issues. Liaise with relevant RRS MI teams on any reporting related queries. Work with RRS Dialer teams to implement new Autodialer campaigns, rectify any Autodialer strategy issues and conduct performance reviews to improve Autodialer usage. Responsible for maintaining a good interaction on matters of operational support between various internal and external collect teams. Has a high skill in SAS codding. Has a high skill in MS office including macro generation. Has a good understanding between the interaction of business and systems.

Risk Management

To ensure that all collection management support activities are carried out in compliance with the agreed standards and with due recognition of the regulatory guidelines within the country and the overall OR framework. Account for compliance with operational risk, against money laundering guidelines, reputational risk, Treating Customer Fairly policy, and local regulations on collection activities including but not limited to customer data privacy, physical contact and use of third party agency guidelines.

Governance

To ensure maintain the highest standard of vendor governance. Responsible for compliance to the Group Code of Conduct, Collectors Code of Conduct & Third Party Agent Code of Conduct

Regulatory & Business Conduct

Display exemplary conduct and live by the . Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct. Lead the [country / business unit / function/[team] to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]  Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Our Ideal Candidate 

Bachelor's Degree or Equivalent that is relevant to this position Minimum of 3 – 5 years of working experience in credit control / collection role Must have knowledge in credit collection business, processes, system and reporting Strong interpersonal skills to communicate with service recipients Prefer candidate with experience in programming languages SAS and knowledge in data management, analysis and simulation.

Key stakeholders

Internal

Credit Policy & Portfolio Risk, Secured Lending & BC Credit Policy & Portfolio Risk, Unsecured Operational Risk Portfolio Monitoring and Forecasting Business Fraud Risk Management HR Legal & CFCC Customer Experience Retail Banking Technology and Innovation RRS teams

External

Various system, ECAs, partners and telco vendors.

Role Specific Technical Competencies

CACS / Collection systems administration Genesys PureConnect / autodialer systems administration
Microsoft Office
SAS programming
Work experience
Visual Basic
Collection Strategy and Reports

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