The Role Responsibilities Job Role To manage and control collections activities associated with Unsecured portfolio in order to minimise net credit losses. Strategy Drive initiatives that enhance collection productivity, reduce cost and minimise operational risk. Assure proper and updated documentation of all in-country policies and procedures are maintained at all time. Accountable for closing all Policy and / or Process Standard gaps within agreed timelines. Review segmentation and drive strategy change to optimise efficiency. Business Execute collection strategies and manage the day to day operations of the Collections Unit with a view to maximize 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. Handle a team consisting of Team Leader(s) and CMO(s) and monitor them closely on their qualitative and quantitative productivity. Make optimal use of all collection tools and using analytics and data segmentation to enhance collection efficiency. Support development of system capability to enhance operating process. 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. Ensure attrition is within agreed benchmark. To ensure that the Team monthly targets are effectively allocated and are met consistently. Processes To ensure effective utilization of resources with an objective of minimizing credit losses, maximizing recovery and managing costs. Oversee day to day volume management based on approved capacity plan, in accordance with SCB Collection Process Standard to ensure that adequate resources are in place to handle daily, weekly and monthly operational processing load. Review and ensure that daily, weekly and monthly (as applicable), MIS, scorecards, capacity plans and KPIs are accurate. Responsible for soliciting feedback from collectors and sharing these observations and intelligence with fellow supervisors, collections management on a timely basis. People and Talent Employ, engage and retain high quality people. Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives. 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 SCB Code of Conduct. Ensure that control issues and / 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. Governance Awareness and understanding of the local regulatory framework and the regulatory requirements and expectations relevant to the function. Actively participate in key meetings. Regulatory and 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, 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 team to achieve the outcomes set out in the Bank's 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. Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association. Key Stakeholders Product Manager Other Collection Managers / Officers Credit Initiation Fraud Control Unit Credit Policy / Risk Manager Quality Assurance Finance RRS MI Collections GBS - IN HR Other Responsibilities Perform any ad hoc task assigned by Manager Our Ideal Candidate Bachelor's degree in Accounting / Finance / Banking / Economics or any related field. Minimum 3 - 5 years of managerial / working experience in bank's debt collection function / Credit / Operational risk. Excellent command of spoken and written English able to communicate effectively through all level of organization. Knowledge in Singapore's legislative aspects / regulatory requirement of banking and financial institution will be an added advantage. Skills Collections strategy development and execution Proficient in Microsoft Office (Word, Excel and Powerpoint, SAS) Possesses good data analytical skills, logical and critical thinking Target oriented and able to work under pressure Strong interpersonal skills (leadership, teamwork, and responsibility) Role Specific Technical Competencies 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 , together with our brand promise, to be are achieved by how we each live our . 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.
