Manager, Tele-Collection

Strategy

• To define strategies and to manage the day-to-day operations of the BB (BIL&GIL), Collections Unit with a view to maximization of productivity and effectiveness of the operations via technology, supervision of collectors and management of past-due account portfolios to meet roll rate goals, and reduce charge-offs. Ensure that asset recovery and disposal is timely and cost-effective.

Processes

To adhere and comply with Bank Negara Guideline, Global Credit Standard, Credit Policy Manual and Syariah (Islamic Law) compliant.

• Recommend the most cost-effective & expeditious mode of legal action to be taken for each account in inventory.
• Responsible for managing and resolving contested legal cases.
• Responsible for timely recruitment of resources, where so driven by the capacity plans & forecasts, to ensure that the team is adequately resourced at all times to enable effective execution of litigation actions.
• Accountable for submitting updates of system access requirements to the System Administration team.
• Review and ensure that daily, weekly & monthly (as applicable) MIS, CACS queue, scorecards, capacity plans and KPIs are accurate and prepared in a timely manner.
• Accountable for compliance with operational risk, against money laundering guidelines, reputational risk, Treating Customer Fairly policy, and local regulations on litigation activities, including but not limited to customer data privacy, physical contact and use of third party agency guidelines.
  • Ensure proper due diligence and periodic updates and site visits are conducted on external parties earmarked for accreditation to providing related services for litigation services.
  • Responsible for timely communication of recovery strategies.
  • 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, third party agency audits, regulatory reviews, and Collections QA reviews are acted on and closed within the stipulated timelines.
  • Champion continuous process improvements to maximize cost efficiencies.
  • Communicate and ensure proper execution of the defined collection strategies maximizing the productivity and effectiveness of technology and collectors, to meet roll-rate goals and reduce charge-offs.
  • Ensure all BB collections policies and procedures comply with Group Policies and Standards. Assure proper and updated documentation of all in-country policies and procedures are maintained at all times.
  • Accountable for closing all Policy &/or Process Standard gaps within agreed timelines.
  • Review and ensure that daily, weekly & monthly (as applicable), MIS, scorecards, capacity plans and KPIs are accurate and prepared in a timely manner. Assure that triggers are actioned to facilitate performance management of the BB (BIL&GIL) Collections Unit.
  • Responsible for preparing and presenting the annual cost budget for the BB Collections Unit to the Head of Collections.
    • Ensure that control issues &/or gaps arising from Internal Audits, Business Risk Reviews, peer reviews, third party agency audits, regulatory reviews, Group Collections review and Collections QA reviews are actioned and closed within the stipulated timelines.
    • Communicate, on a regular basis, to Senior Manager, and counterparts within the Collections Department and BB Risk functions, on market intelligence &/or significant shifts in customer/segment behavioural patterns, to facilitate timely revisions to policies, procedures, and business strategies, as appropriate.
    • Accountable for compliance with operational risk, reputational risk, Treating Customer Fairly policy, Money Laundering and KYC and local regulations on collection activities including but not limited to customer data privacy, physical contact and use of third party agency guidelines.

INTERNAL

• Management of agreed targets via collections, key productivity indicators (KPIs), recovery and flow-through rate.
• Improve and streamline collections processes to achieve business goals, collections effectiveness, collector productivity and management controls by constantly reviewing, developing and providing support for collections activities to ensure high operations integrity and efficiency.
• Handle customer inquiries and agree on re-negotiated repayment terms involving difficult or exceptional cases.
  • To manage & ensure all processes and procedures are in place to support sales and recovery efforts and process changes are updated accordingly in the work procedures.
  • Reviews operational processes within collections to streamline operations, improve support services to assist to ensure high operations integrity and efficiency.
  • To ensure all regulatory requests, deliveries and communications are properly handled to protect the bank's interest and reputation.
  • To ensure delinquent accounts are timely initiated legal proceedings.
  • To adhere and comply with Bank Negara Guideline, Global Credit Standard, Credit Policy Manual, CPS, Collections Do's & Don'ts and Syariah (Islamic Law) compliant.

People & Talent

Maintain an organization structure that is aligned with the Group Collections Standards. Maintain a span of control ratio of 1:5.

• Oversee mentoring and career development plans of high potential resources in the team, to maintain a pipeline of talent for succession planning.
• Oversee day-to-day capacity planning, forecasting & dynamic allocation of resources, in accordance with Group Collection Standards, to ensure that adequate recovery resources are in place to execute recovery strategies through litigation actions to contribute towards recovery goals.
• Encourage and promote an active training and learning environment to facilitate excellence in recovery performance, through coaching of supervisors in litigation management skills, and monitoring and motivating litigation staff.
  • To monitor BIL GIL Delinquency rate, PIP, GCO and LI as per group budget and FYF.
  • Encourage and promote an active training and learning Collections environment to facilitate excellence in collections performance, through monitoring, measuring and motivating collectors.
  • Accountable for BB Collections Unit compliance to the Group Code of Conduct, Collector Code of Conduct & Third Party Agent Code of Conduct.
  • Responsible for call monitoring which includes verbal and written coaching, counseling and feedback using appropriate quality monitoring guideline checklist.
  • To manage collector's performance and to ensure collectors understand what is required from them.
  • Implement action plans with a view to achieve an improvement of overall collections staff engagement.
  • Optimally capacitate the current team use of cap plan and deacon scenario.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group's Values and Code of Conduct.
• 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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead 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.]
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent).

Key Stakeholders

• Collections Team
• Credit Team
• Call Centre Team
• Finance Team
• Legal Team
• Compliance Team
• Product Team
• CCRIS Team
• CE Team
• Branch Staff
• Credit Operations Team (GBS)
• Credit Operations Team (SCB)
• Internal Auditors
• Manager, Recruitment, Training & Development
• Head of Credit, Lending Risk Stream
• Head of Credit, BB Risk Stream
• Head of Credit Initiation & Fraud
• Head of Operations
• Human Resources
• CB Operations
• IT and PSS team
• CGC / SJPP
• AKPK/SDRS

Other Responsibilities

• Embed Here for good and Group's brand and values in SME Collection; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

• Negotiation, managerial and organizational skills to manage Problem Accounts.
• Interpersonal skills coupled with professional integrity in order to command respect / credibility in situations involving conflicting interests (internal and external).
• Ability and willingness to take initiative, make decisions, exercise responsibility and accept accountability for the same.
• Experience in the banking and insolvency industry, with sound knowledge of risks involved in lending, particularly corporate lending.
• Knowledge of laws relating to bankers' rights, corporate finance, security documentation and realization, appropriate Corporate Law and insolvency (such as restructuring, receivership, bankruptcy and winding up).
• Ability to resolve conflicts, manage crisis and solve problems whilst working efficiently under pressure and prioritizing tasks among Problem Accounts.
• Ability to communicate effectively and conduct meetings (often in hostile/confrontational circumstances and/or at Senior Corporate / Bank levels) with focus on relevant critical issues.

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do.
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well.
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term.

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits.
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.