Manager Unsecured

3 weeks ago

Kuala Lumpur, Malaysia Standard Chartered Full time

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

**Primary Location**: Asia-Malaysia-Bukit Jalil KL

**Schedule**: Full-time

**Employee Status**: Permanent

**Posting Date**: 23/Feb/2024, 1:42:38 AM

**Unposting Date**: Ongoing

**The Role Responsibilities**

**Job Role**

To manage and control collections activities associated with Unsecured portfolio in order to minimise net credit losses.

**Strategy**
- Drive initiatives that enhance collection productivity, reduce cost and minimise operational risk.
- Assure proper and updated documentation of all in-country policies and procedures are maintained at all time.
- Accountable for closing all Policy and / or Process Standard gaps within agreed timelines.
- Review segmentation and drive strategy change to optimise efficiency.

**Business**
- Execute collection strategies and manage the day to day operations of the Collections Unit with a view to maximize 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.
- Handle a team consisting of Team Leader(s) and CMO(s) and monitor them closely on their qualitative and quantitative productivity.
- Make optimal use of all collection tools and using analytics and data segmentation to enhance collection efficiency.
- Support development of system capability to enhance operating process.
- Embrace new tools/technology to enhance collection efficiency and effectiveness.
- To ensure that portfolio analysis conducted by the Credit team is fully leveraged for collections activity.
- Ensure attrition is within agreed benchmark.
- To ensure that the Team monthly targets are effectively allocated and are met consistently.

**Processes**
- To ensure effective utilization of resources with an objective of minimizing credit losses, maximizing recovery and managing costs.
- Oversee day to day volume management based on approved capacity plan, in accordance with SCB Collection Process Standard to ensure that adequate resources are in place to handle daily, weekly and monthly operational processing load.
- Review and ensure that daily, weekly and monthly (as applicable), MIS, scorecards, capacity plans and KPIs are accurate.
- Responsible for soliciting feedback from collectors and sharing these observations and intelligence with fellow supervisors, collections management on a timely basis.

**People and Talent**
- Employ, engage and retain high quality people.
- Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
- Lead through example and build the appropriate culture and values within the Function and across the wider organization.
- Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
- Responsible for ensuring that every direct reporting is put through a comprehensive training curriculum, from induction to refresher programs and on-going development programs to optimize their efficiency and effectiveness.

**Risk Management**
- Ensure all collection 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.
- Uphold the principles of Treating Customers Fairly (TCF) during customer interaction.
- Accountable for the Call Centre's compliance to SCB Code of Conduct.
- Ensure that control issues and / or gaps arising from Internal Audits, Business Risk Reviews, peer reviews, third party agency audits, regulatory reviews and Collections QA reviews are actioned and closed within the stipulated timelines.
- Accountable for compliance with operational risk, 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.
- Responsible for driving customer focussed collections, ensuring mínimal complaints and nil breaches.
- Responsible for adherence to outsourcing guidelines and work with outsourcing owner to ensure compliance.
- Ensure timely escalation of any outsourcing risk.
- Ensure adherence to the OR Assurance Framework in the identification, assessment, mitigation and control and monitoring of risk.

**Governance**
- Awareness and understanding of the local regulatory framework and the regulatory requirements and expectations relevant to the function.
- Actively participate in key meetings.

**Regulatory and 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, acros

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