Job Description

Role Responsibilities

To manage and control collections activities associated with Secured/Unsecured portfolio in order to minimize net credit losses

Responsibilities

• Handle a team consisting CMO(s) and monitor them closely on their qualitative and quantitative productivity.
• Monitor and evaluate the day-to-day performance of agents and take necessary actions
• Maintain dynamic management of resources to cater for known & unknown absenteeism, to ensure that adequate collection resources are working to execute collection strategies, and deliver daily, weekly & monthly collections targets
• Ensure appropriate leave management to minimize productivity issues
• Continuous improvement in productivity to the standards prescribed from time to time
• Ensure attrition is within agreed benchmark

Strategy

• Responsible for timely and clear communication of collection strategies to the collectors
• Responsible for understanding dialer & system parameter settings and confirming the accuracy of those settings
• Responsible for daily team briefing & communicating team\xe2\x80\x99s performance run-rates against daily, weekly and monthly targets, and motivating the team towards meeting those targets
• Responsible for soliciting feedback from collectors and sharing these observations and intelligence with fellow supervisors, collections management and the Asset Disposition team, on a timely basis
• Responsible for alignment of processes with ORF framework

Business

• Escalate and report any fraudulent cases to the Credit Initiation and Fraud Management Units at the earliest instance
• Ensure full coverage of collection accounts as dictated by collection strategies
• Responsible for portfolio analysis, recommending and implementing new collection strategies
• Responsible for conducting meetings and feedback sessions with Policy, CI, Fraud teams
• Responsible for earliest escalation to collections management of any potentially significant variances to targets.
• Responsible for complaints handling, resolution and prevention of recurrence
• Responsible for effecting timely recruitment of resources, according to capacity plans & forecasts, to ensure that enough experienced collectors are available to execute collections strategies and meet set goals

Processes

• Responsible for recommending pre-emptive actions on unsatisfactory accounts
• Ensure all collectors are briefed and updated on CARS
• Ensure timely submission of monthly CARS data
• Review and ensure that daily, weekly and monthly MIS, scorecards, capacity plans and KPIs are accurate and prepared in a timely manner. Ensure that actions are taken immediately to address any shortfalls in collector\xe2\x80\x99s performances.
• Responsible for monitoring and providing feedback to collection management on 3rd party service providers/agencies (if applicable)

Responsible for driving customer focussed collections, ensuring minimal complaints and NIL breaches

People & Talent

\xc2\xb7 Continuously train/ monitor staffs to eliminate errors in batching

\xc2\xb7 Conduct training for staff based on Collections Training Calendar

\xc2\xb7 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.

\xc2\xb7 Engage and motivate the team

\xc2\xb7 Complete e-learning in timely manner

\xc2\xb7 Complete training modules on Discover

Risk Management

• Abide to the DO\xe2\x80\x99s and DON\xe2\x80\x99Ts of Collections
• Timely escalation of high-risk accounts to Line Manager
• Highlight any potential breach to Line Manager
• To comply with all applicable money laundering prevention procedures and report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager
• Upholding the values of the group & Company always, and Compliance with all applicable rules/regulations & Company & group Polices.

Governance

\xc2\xb7 Ensure all policies & procedures comply with SCB Policies and Standards. Ensure proper and updated documentation of all in-country procedures/DOI\xe2\x80\x99s are always maintained.

• Processing & decision making as per the Departmental Operating Instructions manual & within the timeliness and accuracy standards specified

\xc2\xb7 Accountable for closing all Policy &/or Process Standard gaps within agreed timelines

\xc2\xb7 Ensure that control issues &/or gaps arising from Internal Audits, Business Risk Reviews, peer reviews, regulatory reviews, and Collections QA reviews are actioned and closed within the stipulated timelines.

\xc2\xb7 Accountable for ensuring that all staff have the right tools, equipment, and material to facilitate their doing their job efficiently and effectively

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 [SG Collection Mid Range & Hardcore Team 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

• Product Manager
• Other Collection Managers / Officers
• Credit Initiation
• Fraud Control Unit
• Credit Policy / Risk Manager
• Quality Assurance
• Finance
• RRS MI Collections
• GBS \xe2\x80\x93 IN
• HR

Our Ideal Candidate

• Communication Skills
• Collections Process
• Product Knowledge
• System Knowledge
• Complaint Handling
• Analytical Thinking
• Problem Solving
• Presentation 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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