RESPONSIBILITIES

Strategy
•    Adopt and Contribute to Straight Through Collections Program
•    Test and Expand Hub Capability and Contribution 
•    Support Global Initiatives
•    Effective utilization of Dialer and other Alternate channels
•    Making optimal use of all collection tools and using analytics and data segmentation to enhance collection efficiency. Ensuring constant development of system capability to enhance operating process. 
•    Improve Productivity KPIs -
•    Coverage
•    Unique Contact%
•    Intensity
•    PTP/Contact
•    KP Rate
•    Dialer Utilization Pre and Post

Business
•    Meet & Exceed Loan Impairment Budget – GCO, Recovery, LI
•    Meet & Exceed Cost Budget  
•    Improvement in 30+ dlq, Recovery % GCO and POF
•    Ensure Productivity is enhanced on continues basis 

Processes
•    Ensure adherence to Operational Risk Framework and Collection Process Standards
•    Ensure proper functioning of controls, periodic monitoring activities and timely identification and resolution of risk issues. 
•    Ensure Risk Acceptance for all Medium, High or Very High Risk > 3 months
•    Responsibility for oversight of process, systems and to review to ensure accurate and valid data 
•    Support Assurance Function and timely closure of corresponding gaps. Ensure requisite escalation of thematic issues.
•    Review & ensure the department BCP is progressively updated & compliant with group standards
•    Align to the Group’s Target Operating Model (TOM)
•    Participate in the investigation / review of negative risk exposure ( internal & external) as it arises 
•    Facilitate socialisation of audit/control issues in Collections
•    Effective and proactive Vendor governance and development and alignment to TPRM
•    Ensuring risk are raised and addressed in a timely manner in the country forums.
•    Drive Reduction in Complaints

People & Talent
•    Uphold the principles of Treating Customers Fairly (TCF).
•    To ensure capacity is managed in accordance with defined standards   
•    Maintaining an active training and learning collections environment to ensure excellence in Collections Management. And implementation of Collection Negotiation Skill Program

•    Oversee Career development & Job rotation of key resources viz. Direct reports and skip levels to ensure robust succession planning and adequate bench-strength for key positions. 
•    Responsible for Collection department compliance to Group and Collections Code of Conduct
•    Partner with stakeholders for all internal/ external frauds that originate or impact collections/ recovery function. Ensure teams like SIS, HR, ER are well engaged and fully understand the impact of any kind of fraud impacting/ originating from our unit. Share learning and best practices. Work with HR for logical conclusion of all conduct/ fraud issues in the country
•    Drive localization and diversity agenda of the bank.

Risk Management
•    Account for compliance with operational risk, against money laundering guidelines, 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
•    Implement the Operational Risk Framework (ORF) including Fraud Risk Controls as planned and on a timely basis, and proactively and rigorously evaluate ORF controls whenever there are changes to high risk processes. Continuously improve collection processes to reduce operational risks. Ensure proper identification of the material risks and maintaining an effective control environment.
•    Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.
•    Value-add to the business unit by identifying new , thematic and developing risks, adhoc reviews ( Accountability reviews, lessons learnt reviews, process/control reviews) at the unit level, or, actively participating in reviews driven by Group / Country / Function based on thematic issues using forward looking approach.
•    Support ongoing interaction with Credit Risk Management team & provide timely feedback in order that risks across business lines can be mitigated.

Governance
•    Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas.
•    Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner. 
•    Partner with stakeholders for all internal/ external frauds that originate or impact collections/ recovery function. Ensure teams like SIS, HR, ER are well engaged and fully understand the impact of any kind of fraud impacting/ originating from our unit. Share learning and best practices. Work with HR for logical conclusion of all conduct/ fraud issues in the country.

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.
•    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. 
•    Lead the AMEE Collections and Recoveries  to achieve the outcomes set out in the Bank’s Conduct Principles

Key Stakeholders

•    Country Credit Head, Retail
•    Regional Head of Collections, Retail
•    Country Chief Risk Officer
•    Regional Credit Officer
•    Group Head of Collections
•    Group Collections Team
•    Country Policy Managers
•    Country Credit Operational Risk
•    Country Head of Risk Operations
•    Country Head of Retail Clients
•    Country Head of Retail Products & Respective Product Heads
•    Country Head of Employee Banking
•    Country Head of CEPG
•    CCU
•    Country Head of Retail Operations
•    Country Finance Manager
•    Legal & Compliance
Head - Collections & Recoveries, UAE, Collections Managers for other products, Manager-Collection Operation support ,OR Manager, Customer Service, Operations, IT, Policy, Credit Initiation, FRMU, Branches, SQ ,CCU, Collection Team Leaders, Officers – Tele collections, Officers – Collections Support

Other Responsibilities
Embed Here for good and Group’s brand and values in UAE Retail Collections & Recoveries unit. 
Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Qualifications
•    Education     Bachelor & Master’s degree 
•    Minimum experience of 10+ years  in Collections and Recoveries
•    Training     Good analytical capability with a proven track record of implementation
•    Good knowledge of the products as well as Collections and recovery practices 
•    Proven ability to drive, manage and execute change and assigned goals. 
•    Demonstrated leadership in managing high performing teams to deliver on the agenda
•    Strong communication and influencing skills  
•    Languages     English

Role Specific Technical Competencies
•    Operational
•    Reputational
•    Retail and Private Banking Credit Risk 
•    Experience and Knowledge of Retail Lending Products 
•    Communication Skills 
•    Leadership Skills 
•    Vendor Management 
•    Operational Risk Management 
•    Dialer Management 
•    Cost Management 
•    Collections Strategy 
•    Leading Across Cultures and People Management

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.