Job Description

Role Responsibilities

Job Summary*

Define key responsibilities to reflect the duties and responsibilities of this role.

• Optimize collection productivity, effective utilization of resources, delivering cost within the annual budget, minimise operational risk and achieve lost impairment budget

Responsibilities*

Strategy

• Drive initiatives that enhance collection productivity, reduce cost and minimise operational risk.
• Drive collaboration and deliver synergies across all Collections teams, credit risk teams and stakeholders.
• Ensure all Call Centre collections policies and procedures comply with SCB Policies, standards and the overall ORF framework. Assure proper and updated documentation of all in-country policies and procedures are maintained at all time.
• Accountable for closing all Policy &/or Process Standard gaps within agreed timelines.
• Communicate on a regular basis to the Country Head of Collections & Recoveries and counterparts within the Collections Department and Retail 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.
• Review segmentation and drive champion challenger to optimise efficiency.

Business

• Execute collection strategies and manage the day to day operations of the Collections Call Centre 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.
• Drive advancements in data usage to provide robust and insightful data driven analysis to facilitate collections.
• Make optimal use of all collection tools and using analytics and data segmentation to enhance collection efficiency.
• Ensure constant 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.
• Responsible for delivering cost within the annual budget.

Processes

• To ensure effective utilization of resources with an objective of minimizing credit losses, maximizing recovery and managing costs.
• Maintain an organization structure that is aligned with the Target Operating Model.
• 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 & monthly operational processing load. Volume forecasting will be provided by MIF team from country.
• Review and ensure that daily, weekly & monthly (as applicable), MIS, scorecards, capacity plans and KPIs are accurate.
• Assist the Country Head of Collections & Recoveries in ensuring BCP reviews are conducted within the Call Centre progressively.

People & Talent

\xc2\xb7 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.
• Responsibility to review team structure/ capacity plans.

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.
• Responsible for recommendations to Country Head of Collections & Recoveries for appropriate delegation of authorities to direct reports, to facilities and effective execution of daily duties.
• 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 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 minimal 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

\xc2\xb7 Awareness and understanding of the local regulatory framework and the regulatory requirements and expectations relevant to the function.

• Actively participate in key meetings.

Regulatory & Business Conduct

• Display exemplary conduct and live by the

. * Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.

• Lead the [Singapore / GSF Risk CPBB - Collections to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

Internal

• Policy Head
• CCH
• Product Heads
• Head, Management Information & Quality Assurance
• Human Resource
• Finance
• Operations
• Legal & Compliance
• Customer Experience

External

• External Auditors

Other Responsibilities*

• Assist with any ad hoc tasks as assigned by Management

Qualifications*

Training, licenses, memberships and certifications

• At least 10 years of functional risk experience in the areas of Collection and Retail Banking.
• Minimum Bachelor\xe2\x80\x99s university degree, preferably in the discipline of Banking and Finance, Economics or Accounting.
• Good knowledge of banking practice, financial markets and Retail Banking lending products.
• Strong analytical skills and ability to make independent decisions with a strong sense of empowerment and influencing skills to command the respect of a cross functional set of professionals at senior level (internal and external).
• Proven leadership skills in handling big teams.
• Excellent communication skills \xe2\x80\x93 written and oral.

Our Ideal Candidate

• Banking Practice
• Financial Market
• Retail Banking Lending Product
• Analytical Skills
• Decision Making
• Communication Skills

About Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we\'ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you\'re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can\'t wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you\'ll see how we value difference and advocate inclusion. Together we:

Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do

Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well

Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations

Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum

Flexible working options based around home and office locations, with flexible working patterns

Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits

A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning

Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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