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 account : 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. Qualifications 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