Job Description

If you are looking to excel and make a difference, take a closer look at us Functional * To lead the UPL Team members * To define strategies and to manage the day to day operations of the Collections Unit with a view to maximization of pro If you are looking to excel and make a difference, take a closer look at us Functional To lead the UPL Team members To define strategies and to manage the day to day operations of the 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 the monthly target given by Management. To motivate team members to be on 100% focus on the tasks. To manage any complaints from customer. To review TAT of proposal/ memo/ other tasks To conduct Self Audit Check on operations on a quarterly basis. To highlight any gap on current Standard Operation Processes, then establish and implement appropriate inspection and control processes to ensure that all processes comply with policies, regulatory requirements, and Standard Operation Processes To attend and prepare necessary information requested by Auditor To act as coordinator on any system rectifications between users and IT To ensure appropriate controls are in place to support reconciliation report. Recommend changes and implement new process for better performance, digitalize and streamlining some of the manual process To prepare adhoc exercises given by Section Head and Unit Head of Department To continuously measure performance against established targets on each team members and perform counselling for non-performing team members. To ensure strict compliance to BNM guidelines and internal policies and procedures. Minimize losses utilizing the most effective approaches possible. Review and draft reply letter to customer's written inquiries, complaints and requests. Verify and recommend reversal of charges, i.e. Late Charges, Misc Charges, Interest and other adjustment forms raised by callers. Plan and monitor staff taking annual leave, emergency leave or medical leave in the unit. Analyze and provide feedback to superior on high risk accounts. To carry out any others duties as directed by the management from time to time. To foster greater teamwork among the callers in the unit and department. To ensure team members are aware of company's goals. To ensure customer relationship and satisfaction in order to minimize volume of complaints. To ensure strict adherence to all policies, procedures, BNM guidelines, compliance, information security etc Managerial (team/group responsibilities) Responsible for the performance of respective buckets To be able to strategize to maximize the collections and to meet the monthly target given by Management To motivate team members to be on 100% focus on the tasks To manage any complaint from customer To review worked-on cases by team members on calling lapses or legal lapses as well as TAT of proposal/ memo/ other tasks To prepare adhoc exercises given by HQ To continuously measure performance against established targets on each team members and perform counselling for non-performing team members To ensure strict compliance to BNM guidelines and internal policies and procedures Education/Qualification Business / Commerce / Banking / Economics Experience Good communication and negotiation skills Strong team player with excellent problem solving skills. Able to work under pressure with minimum supervision Willing to work long hours and on weekends Able to lead a Team