Job Summary

The role holder is responsible for optimizing debt recovery operations through the strategic management of technology, data analytics, and dialer systems. This involves integrating strategic leadership with expertise in information systems and data management to maximize efficiency and ensure regulatory compliance. In addition, the incumbent is responsible for overseeing external supplier management, including change requests and resolving issues, and managing centralized workforce management activities. 

Key Responsibilities

Key Responsibilities include:
•    Develop and implement overall collection strategies, incorporating advanced dialer technology and data insights to maximize debt recovery and minimize losses
•    Oversee the management, maintenance, and optimization of all collections systems, including outbound/inbound dialer platforms (e.g., Genesys), CRM, and debt collection software (CACS). This includes troubleshooting technical issues and coordinating system upgrades.
•    Lead the Management Information Systems (MIS) function for collections, ensuring the collection, integrity, analysis, and reporting of data to support strategic decision-making. This involves creating detailed reports and dashboards on key performance indicators (KPIs) like contact rates, agent utilization, and recovery trends
•    Identify opportunities for process automation and improvement within the collections department, leveraging technology to enhance operational efficiency.
•    Oversee external supplier management, including managing change requests and resolving production level issues
•    Lead and manage centralized workforce management activities, including the processing and ongoing maintenance of the capacity model. 

Strategy

•    The mitigation of risk by providing accurate and timely information necessary to support management decisions.
•    Protection of the Bank’s reputation. Bank’s ability to meet legal and regulatory obligations. Minimizing risk of Bank being used by money launderers.
•    Ensure compliance with ALL internal policies and regulatory requirements.

Business
•    Ability to formulate and comply with credit criteria.
•    Ability to be highly flexible, adaptable, open-minded, responsive to the behaviour of the market.
•    Comprehensive knowledge on basic banking practices, policies and relevant regulatory concerns.

Processes
•    Responsible to manage the generation and delivery of daily / weekly / monthly / quarterly CPBB risk reports accurately and timely.
•    Responsible to ensure that the team delivers reports accurately with adequate checks and controls are done based on the past trends.
•    Responsible to ensure that the Unit’s objective from a Projects / Adhoc support perspective is managed.
•    Responsible to standardize the processes.

People & Talent
•    Ensuring that the necessary trainings (on-the-job or classroom) are conducted to the team and provide required job knowledge.
•    Ensure quality processing and adherence to all key controls and checks.
•    Lead, train, and mentor the teams responsible for dialer administration and MIS, fostering a data-driven and compliant culture

Risk Management
•    Ensure all collections activities and system usage adhere to relevant financial regulations, data 
Governance
•    Proper documentations like EUC, BIA, BCP, BID, Migration Checklists, SLAs, Recharge Documents, DOI, Change Templates etc. needs to be documented appropriately.
•    Ensuring that proper backups are being arranged for critical reports.
•    Ensure that the Cost Budgets are met according to management targets

Regulatory & Business Conduct

o    Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
o    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.
o    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

•    Collections Head/ Regional Heads
•    Country Operations
•    Credit Units (CI, FA, Collection & Recovery, CRM)
•    SBIM
•    Finance
•    Legal, Compliance & Assurance
•    IS and IT Personnel (Local and Group)
•    Human Resources
•    Group Credit
•    Auditors
•    External Collection Agencies
•    Local Regulators

Qualifications

Bachelor’s or Master’s degree in Business Administration, Operations Management, Risk Management, or related field.

Skills and Experience

•    Develop familiarity with the key systems like C400/CCMS/RLS/PDW/eBBS etc
•    Adequate knowledge around SAS and Excel as these tools are primarily used to produce the MIs and also able to troubleshoot and resolve issues on these tools
•    Ensuring that the necessary trainings (on-the-job or classroom) are conducted to the team and provide required job knowledge.
•    Excellent leadership and stakeholder management skills.
•    Knowledge of visualisation tools and automation techniques will be an added advantage.

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, 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
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along 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.