Job Summary

The Global Collection Strategy & Governance Head for the Retail Banking segment is responsible for defining and executing collections strategies across multiple markets to optimize recoveries while maintaining a strong risk governance framework.
This role requires collaboration with cluster and country teams to drive performance improvements, enhance digital and data-driven collection capabilities, and align strategies with business objectives.
The incumbent will also ensure adherence to regulatory requirements and industry best practices while fostering a highperformance culture within the collections function.

Key Responsibilities

Strategy
•    Develop and implement a global collections strategy tailored to the WRB Retail Banking segments, balancing risk mitigation and business growth.
•    Leverage data analytics, AI, and digital solutions to enhance collection efficiency and improve recovery rates.
•    Align collection strategies with broader organizational goals, including risk transformation, cost optimization, and customer experience improvements.
•    Drive continuous innovation in collections processes by integrating market best practices and emerging technologies.

Business
•    Partner with regional and country business leaders to optimize collections performance across diverse WRB Retail portfolios.
•    Provide strategic insights and recommendations to senior management on collections trends, risks, and opportunities.
•    Ensure collections strategies align with customer-centric approaches while maximizing recoveries.
•    Drive digital and automation initiatives to reduce manual effort and improve effectiveness.

Processes
•    Design and standardize collections processes to improve efficiency, reduce operational risks, and enhance customer engagement.
•    Optimize segmentation, contact strategies, and channel effectiveness (e.g., SMS, email, call centre, legal actions).
•    Establish standard key performance indicators (KPIs) to track collections efficiency & effectiveness, ensuring timely interventions where necessary.
•    Enhance early warning indicators and predictive modelling to improve risk-based collections decision-making.

People & Talent
•    Leading the Collection Organization across Country, COE and Group.
•    Fostering a culture of high performance and continuous learning within the vertical.
•    Ensure the team is equipped with the necessary tools and resources to succeed in their roles. 
•    GLOBAL STANDARD JOB DESCRIPTION TEMPLATE
•    [All items in square brackets require tailoring for the individual job and / or person]
INTERNAL
Policy Design & Execution
•    Continuously improve policy, process, and control standards to reduce losses, improve productivity and /or manage risk. Periodically refresh elements of the collections procedure and recommend country specific requirements so that it is relevant and fit for purpose. 
•    Work with country teams by providing necessary guidance on group collections procedures so that countries interpret the procedure in the correct context of the country specific situation. 
•    Ensure that processes are executed in alignment with the overall ORF and Risk Management framework and verify that processes adhere to group policy and process standards. 
•    Ensure that the Bank's collections standards and procedures are updated in accordance to FCA guidelines. 
•    Establish routines and training that reinforce compliance and adherence to key corporate, legal, and regulatory initiatives. Introduce controls into the operating environment to mitigate reputational and operational risk 
•    Support country teams with tools to enhance process understanding & compliance. Work closely with the country teams to review and obtain necessary approval on dispensations.

Risk Management
•    The ability to identifying, assessing, monitoring, controlling and mitigating risks, identify key issues based on Operational Risk Framework and put in place appropriate controls and measures.
•    Ensure adherence to credit risk policies, regulatory requirements, and internal governance standards.
•    Conduct regular portfolio reviews to assess risk exposure and recommend proactive measures.

Governance
•    To ensure that all collection activities are carried out in compliance with the agreed standards and with due recognition of the regulatory guidelines within the country, Group Collections and the overall OR framework.
•    To ensure good control mechanisms are in place by at least quarterly governance forum with 
•    Team Leads and to ensure satisfactory audit clearance.
•    To support the regular submission for CST, KCI, etc. Immediately highlight gaps or breaches identified to appropriate department or management. Ensure agreements are reviewed periodically as required by the process standards.
•    Work with GIA & Country teams to ensure that conduct of Internal Audits & Peer Reviews are undertaken seamlessly & identified issues are resolved timely.
    
Stakeholder Management
•    Support ongoing interaction with Credit Policy, Credit Operations, Business & Productmanagement & provide timely feedback to mitigate risks across business lines. 
•    Constant engagement with related functions such as GIA and Training as well as Risk Framework owners.
•    Drive the 3 key principles of Simplify, Standardise and Automate

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, 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.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders
•    Collections Head/ Cluster Heads
•    Credit Risk Management team
•    Product Team
•    Risk Operations
•    Collection Centre of Excellence
•    Finance
•    GLOBAL STANDARD JOB DESCRIPTION TEMPLATE
•    [All items in square brackets require tailoring for the individual job and / or person]
•    INTERNAL
•    Supply Chain Management
•    Legal and CFCC

Other Responsibilities
•    Embed Here for good and Group’s brand and values in India/ GBS Collections [country / business unit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role

Qualifications

Bachelor's or master’s degree in finance, Economics, Business, or a related field. 

Skills and Experience

•    10+ years of experience in collections strategy, governance, recovery management, NPL Sales, or related areas, with a strong focus on global or multi-market environments. 
•    Knowledge of Retail Banking segments preferred.
•    Strong analytical skills, with experience in leveraging data to drive insights and decision-making. 
•    Excellent leadership and stakeholder management 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, 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.