Job Description

• Responsible for effective portfolio management of active Unsecured accounts in the 60 to 89 days delinquent buckets, Unsecured NPL / NPF accounts from 90 days to 179 days and Unsecured / Secured accounts for written off accounts (above 180 days past due) & Field Visit / external collections agency outsource accounts.
• Lead the Backend and Recovery-COA team to achieve the target indicators set in terms of delinquencies flow through, bad debt recovery and specific provisions for Unsecured products and collectors productivity & effectiveness.
• Review Collection statistics and implement strategies to prevent flow through of accounts, control delinquencies, maximise bad debt recovery, minimize specific provisions and timely assignment of accounts to collection agencies.
• Review Debt Manager Collection System work queue daily and approve Collection Agency proposal timely.
• Manage and achieve the target indicator set for Collection Agencies in terms of recoveries, attempts, contacts, PTP kept and dollar collected.
• Manage staff resources and ensure smooth operations of the team daily.
• Monitor Collection Agency performance closely and coach and guide weaker agencies to achieve KPIs sets.
• Develop staff to a higher level of performance through personal coaching, appraisals and training.
• Plan for continuity and succession of jobs by recognising and developing staff potentials.
• Implement initiatives to constantly improve Employee Satisfaction, maintain high morale of staff and retain good performers in the team.
• Take on ad hoc projects and tasks assigned by HOD and/or Unit Head.
• Provide Collections support to new initiatives launched by business units.
• Back up other Unit Head during their absence.
• Review and approve field visit assignments / external collections agency outsource accounts from collectors or agency management team.
• Ensure sufficient cases are assigned by other collection team to maintain the cost effectiveness
• Ensure FVO are visiting cases assigned on timely manner
• Check & validate accounts submitted by FVO / external collections agency for commission claim
• Review FVO / external collections agency performance report on monthly basis
• Handle and manage customers objections or issues escalated from collectors.
• Ensure strict adherence to all credit policies, procedures, BNM guidelines, compliance, information security, etc.

• Minimum 5 years of banking working experience
• 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
• Able to motivate team towards achieving goals
• Good knowledge of Microsoft Words, Excel, and PowerPoint
• Able to lead and inspire agency team to achieve management's delinquency and productivity targets
• Hands-on experience in Collection and Recovery process
• Basic knowledge and practical experience on litigation process and understanding of regulatory requirements
• Practical knowledge and experience on unsecured products and collection systems
• Good negotiation skills
• Good communication and inter-personal skill
• Strong in process and workflow management to achieve higher efficiencies