Manager, Tele-Collection

Key Responsibilities

Strategy

• To define strategies and manage the day-to-day operations of the BB (BIL&GIL) Collections Unit with a view to maximizing 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. Ensure that asset recovery and disposal is timely and cost-effective.

Processes
To adhere and comply with Bank Negara Guideline, Global Credit Standard, Credit Policy Manual, and Syariah (Islamic Law) compliant.

• Recommend the most cost-effective & expeditious mode of legal action for each account in inventory.
• Manage and resolve contested legal cases.
• Timely recruitment of resources, driven by capacity plans & forecasts, to ensure the team is adequately resourced to enable effective execution of litigation actions.
• Submit updates of system access requirements to the System Administration team.
• Review and ensure that daily, weekly & monthly (as applicable) MIS, CACS queue, scorecards, capacity plans, and KPIs are accurate and prepared in a timely manner.
• Accountable for compliance with operational risk, money laundering guidelines, reputational risk, Treating Customer Fairly policy, and local regulations on litigation activities.
• Ensure proper due diligence and periodic updates and site visits are conducted on external parties for accreditation to provide related services for litigation services.
• Timely communication of recovery strategies.
• Close all Policy &/or Process Standard gaps within agreed timelines.
• Act on control issues &/or gaps arising from Internal Audits, Business Risk Reviews, and other reviews within stipulated timelines.
• Champion continuous process improvements to maximize cost efficiencies.
• Communicate and ensure proper execution of defined collection strategies to maximize productivity and effectiveness of technology and collectors.
• Ensure all BB collections policies and procedures comply with Group Policies and Standards.
• Prepare and present the annual cost budget for the BB Collections Unit to the Head of Collections.
• Regular communication with Senior Manager and counterparts within the Collections Department and BB Risk functions on market intelligence &/or significant shifts in customer/segment behavioral patterns.

INTERNAL

• Management of agreed targets via collections, key productivity indicators (KPIs), recovery and flow-through rate.
• Improve and streamline collections processes to achieve business goals and collections effectiveness.
• Handle customer inquiries and agree on re-negotiated repayment terms involving difficult or exceptional cases.
• Ensure all processes and procedures are in place to support sales and recovery efforts.
• Review operational processes within collections to streamline operations.
• Ensure all regulatory requests, deliveries, and communications are properly handled.
• Timely initiate legal proceedings for delinquent accounts.

People & Talent

• Maintain an organization structure aligned with the Group Collections Standards.
• Oversee mentoring and career development plans of high potential resources in the team.
• Day-to-day capacity planning, forecasting & dynamic allocation of resources.
• Encourage and promote an active training and learning environment.
• Monitor BIL GIL Delinquency rate, PIP, GCO, and LI as per group budget.
• Accountable for BB Collections Unit compliance to the Group Code of Conduct.
• Manage collector’s performance and ensure understanding of requirements.
• Implement action plans to improve overall collections staff engagement.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics.
• Identify, escalate, mitigate, and resolve risk, conduct, and compliance matters.
• Lead to achieve outcomes set out in the Bank’s Conduct Principles.
• Exercise authorities delegated by the Board of Directors.

Key stakeholders

• Collections Team
• Credit Team
• Call Centre Team
• Finance Team
• Legal Team
• Compliance Team
• Product Team
• CCRIS Team
• CE Team
• Branch Staff
• Credit Operations Team (GBS)
• Credit Operations Team (SCB)
• Internal Auditors
• Manager, Recruitment, Training & Development
• Head of Credit, Lending Risk Stream
• Head of Credit, BB Risk Stream
• Head of Credit Initiation & Fraud
• Head of Operations
• Human Resources
• CB Operations
• IT and PSS team
• CGC / SJPP
• AKPK/SDRS

Other Responsibilities

• Embed Here for good and Group’s brand and values in SME Collection; perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Skills And Experience

• Negotiation, managerial, and organizational skills to manage Problem Accounts.
• Interpersonal skills with professional integrity.
• Ability to take initiative, make decisions, and accept accountability.
• Experience in banking and insolvency industry.
• Knowledge of laws relating to bankers’ rights and corporate finance.
• Ability to resolve conflicts and manage crises under pressure.
• Effective communication skills.

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 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.
• Never settle, continuously striving to improve and innovate.
• Are better together, we can be ourselves, be inclusive, and work collectively.

What We Offer
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.
• Time-off including annual leave, parental/maternity, sabbatical, and volunteering leave.
• Flexible working options based around home and office locations.
• Proactive wellbeing support through Unmind, development courses, and Employee Assistance Programme.
• A continuous learning culture to support your growth.
• Being part of an inclusive and values-driven organization.