Job Description

Role Responsibilities

Strategy

• Drive initiatives that enhance collection productivity, reduce cost and minimise operational risk.

• Assure proper and updated documentation of all policies and procedures are maintained at all times.

• Accountable for closing all Policy &/or Process Standard gaps within agreed timelines.

• To facilitate the execution of collection strategies via Collection System and manage the daily operations of Collection system to maximize productivity and effectiveness of the collections operation.

• Managing / Setting up rules in collections systems

Business

• Make optimal use of all collection tools and using analytics and data segmentation to enhance collection efficiency.
• 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.
• Accountable for addition, revision and deletion of system access requests to Collection System, and maintenance of records and approvals for system accesses to host systems
• Be the contact point of system service provider & support help desk for associated interfaces and connects with host system & telecommunications
• Setting / running of Collections MIS ensuring that it is reported accurately and timely
• Ensure teams\xe2\x80\x99 training needs / refresher course are done tim

Processes

• Oversee daily volume management based on approved capacity plan, in accordance with Collection Process Standard to ensure that adequate resources are in place to handle daily, weekly & monthly operational processing load.

• Review and ensure that daily, weekly & monthly (as applicable), MIS, scorecards, capacity plans and KPIs are accurate.

• Accountable for submitting updates of system access requirements to the System Administration Team

People & Talent

• 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.

• Responsible for ensuring that every direct reporting is put through a comprehensive training curriculum, from induction to refresher programs and on-going development programs to optimize their efficiency and effectiveness

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 Code of Conduct.

• 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.

Other Responsibilities

• Perform any ad hoc task assigned by Manager

Qualifications:

• Any Graduate or under Graduate

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:

\xc2\xb7 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

\xc2\xb7 Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well

\xc2\xb7 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.

\xc2\xb7 Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations

\xc2\xb7 Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum

\xc2\xb7 Flexible working options based around home and office locations, with flexible working patterns

\xc2\xb7 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

\xc2\xb7 A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning

\xc2\xb7 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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Standard Chartered