Job Description

• Lead the team to achieve the target indicators set in terms of delinquencies flow through, NPL / NPF and specific provisions for Secured products
• Monitor and review Managers/Team Leads & Collector's productivity and effectiveness
• Monitor Collectors performance closely and coach and guide weaker collectors to achieve KPIs sets. To place weak/non-performers under Performance Monitoring Plan.
• Manage and to achieve the target indicator set in terms of delinquencies and recoveries
• Contribute to meet department financial KPI and departmental cost
• Ensure strict adherence to all credit policies, procedures, BNM guidelines, compliance, information security, etc
• Submission of CSA / RRSA and other relevant reports within due date.
• Review big tickets accts (CLMR report) to ensure accounts are attended timely.
• Manage the Prevention and NPL of Secured portfolio by monitoring team effectiveness in negotiating with customer for payments or repayment plan timeliness in foreclosure and civil suit to speed up recovery of monies.
• Able to strategize the segmentation of NPL pool to ensure healthy recovery to lower down NPL base. Thereafter to apply treatment of initiating legal /foreclosure end-to-end process (incl valuation, auction and civil actions). Review and ensure all secured preventive, legal and foreclosure proceedings are timely acted upon by Internal Team, Valuers, REA, Auctioneers & Solicitors.
• Handle and manage customer objections, issues/complaints escalated to Bank/BNM/other bodies in a timely manner with Secured Team.
• Review & validate proposals for restructuring, composite settlement or instalment plan by Secured Team.
• Manage staff resources and ensure smooth operations of the team daily. Constantly enhance automate and upgrade related processes and procedures to speed up recovery.
• Attend and process key Collections deliverables on timely basis (eg Portfolio Review, NPL Monitoring, Upgrades/Downgrades)
• Develop staff to a higher level of performance through personal coaching, appraisals and trainings.
• Plan for continuity and succession of jobs by recognising and developing staff potentials Implement new initiatives to constantly improve Employee Satisfaction; maintain high morale of staff and retain good performers in the team
• Work closely with cross stakeholders to ensure robust end to end handling of Secured Portfolio (eg Secured Lending Team, Credit Team, Loan Ops, Branch Ops)
• Take on ad hoc projects and/or special tasks assigned by HOD
• Back up HOD during absence.

• Able to lead and inspire a team to achieve delinquency and productivity targets
• Hands-on experience in Collections, Recovery, Foreclosure process
• Min 3 years of Experience in Secured/Mortgage Collections with knowledge and practical experience on secured litigation process /foreclosure and understanding of regulatory requirements, collection systems and able to work with solicitors on complex cases
• Good negotiation skills, communication and inter-personal skills
• Able to adapt to changes, able to enhance process and workflow management to achieve higher efficiency
• Proficient in English and good writing skills. Pleasant disposition with good interpersonal and communication skills
• Positive attitude together with initiative; and able to work independently. Timeliness in deliverables and able to do presentation.
• Able to motivate team towards achieving goals
• Good knowledge of Microsoft Words, Excel, and PowerPoint