Manager, Tele-collection

**Key Responsibilities**

**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 enquiry’s 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 account is timely initiated legal proceeding.
- To adhere and comply w