Collections Manager

2 weeks ago


Kuala Lumpur, Malaysia Standard Chartered Full time

**Job***: Governance, Risk Management & Compliance

**Primary Location***: Asia-Malaysia-Kuala Lumpur

**Schedule***: Full-time

**Employee Status***: Permanent

**Posting Date***: 04/Dec/2023, 3:05:26 AM

**Unposting Date***: Ongoing

**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 max


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