Job Summary

Strategy
• To have an adequate and relevant collection strategy commensurate with the size and risk of the portfolio.
• Ensure all collections policies and procedures comply with Group Policies and Standards. Assure proper 
and updated documentation of all in-country policies and procedures are maintained at all times.
• Communicate, on a regular basis, to counterparts in Credit functions, & business streams, on market 
intelligence &/or significant shifts in customer/segment behavioural patterns, to facilitate timely revisions 
to policies, procedures, and business strategies, as appropriate.
• Provide inputs into Loss Forecasting based on collection inventory and most recent flows, highlighting 
any large items.
• Ensure all required dispensations are raised and valid with corrective actions in place prior to expiry.
• To adhere and comply with Local Regulator Guideline, Global Credit Standards, Credit Policy Manual 
and Collection Process Standards.
• Ensure collection compliance with Group Compliance and Conduct Policies.

Business
• To ensure that the Collections department is managed efficiently and effectively, to enable it to meet 
business objectives, add value to the strategic direction, planning and performance of the WRB.

Processes
• To ensure effective utilization of resources with objectives of minimizing credit losses, maximizing 
recovery and managing costs.
• Accountable for satisfactory closure of issues/gaps arising from Internal Audits, peer reviews, external 
vendor audits and regulatory reviews.
• Effectively manage external vendors to deliver high performance with effective control.
• Ensure Collections and Recovery Scorecard reviewed monthly and hold Collection Incentive Forum on a 
quarterly basis.
• Manage all costs/expenses of the Collections Department; ensure accuracy of balances and adequacy 
of accruals in the collections cost centres.
• Effectively present country collection results including efficiency and effectiveness in monthly collection 
forums.
• Responsible for preparing the plan to deliver on Loan Impairment budget for the year.
• Manage costs within budget and forecasts; understand costs drivers, trends & seasonality, and monthly 
budget/actual/forecast variances. Accountable for accuracy of cost submissions to Group.

People & Talent

[All items in square brackets require tailoring for the individual job and / or person]
INTERNAL
• Maintain an organization structure that is aligned with Group Target Operating Model (TOM).
• Oversee career development plans of key resources; To assure robust succession planning and 
adequate bench-strength for key positions
• Enable and support cross department/cross country placements for department employees.
• Minimise Staff Voluntary Attrition
• Periodically review staff compensation package together with HR to ensure compatible to market practise. 
• To ensure capacity is managed in accordance with defined standards maintaining an active training and 
learning collections environment to ensure excellence in Collection Management.

Risk Management
• Drive ‘Straight through Collections’, to minimise or remove any manual activity.
• To ensure that all collections 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.
• Liaise with Collection & MIS Hub where appropriate to maximise benefits of centralisation.
• To ensure uphold the principles of Treating Customers Fairly (TCF) during customer interaction.

Governance
• 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.
• Accountable for the timely management of governance related work in his team, which includes but 
not limited to: Collection strategy/dispensation renewal, vendor annual review etc. All policy (which 
includes above) renewal needs to be raised 60 days in advance and the Collection head is 
responsible for getting it completed before expire day. 
• To ensure maintain the highest standard of vendor governance.
• Responsible for Collections Department & contracted third party agency compliance to the Group Code 
of Conduct, Collectors Code of Conduct & Third Party Agent Code of Conduct
• The operation of Collection must comply with the requirements of local regulatory regulations
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.
• [Fill in for regulated roles] 
• Lead the [Malaysian Collection 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.] *

Key stakeholders

• Credit Initiation
• Credit Quality Assurance & Control
• Credit Policy & Governance
• Credit Risk Management
• Operational Risk
• Portfolio Monitoring and Forecasting
  [All items in square brackets require tailoring for the individual job and / or person]
  INTERNAL
• Country Supply Chain Management
• WRB Operations
• Human Resources
• Legal & Compliance
• Customer Experience

Other Responsibilities

• Embed Here for good and Group’s brand and values in Malaysia / OPS / Collection team [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]
  Understand, acknowledge and comply with the requirements on individual accountabilities and 
  responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies.
  Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local 
  laws and regulations on accountabilities.
  Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid 
  any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational 
  impact on the Bank.
• Be responsible for failure to follow relevant rules and processes, failure to properly perform the 
  responsibilities, and implement corrections.
  Cooperate with any investigations or reviews on regulatory failure such as accountability review.
  Properly perform the duties on management and ensure the effectiveness of internal control.
  Be responsible for regulatory failure or risks arising from or in connection of the event over which the 
  employee has the duties of management and/or leadership.
  Be responsible for significant losses due to failure of effectiveness of internal control.

Skills and Experience

Compliance awareness Advanced
Data analysis Advanced
Collection Strategy Advanced
Operational Management

Qualifications

EDUCATION UNDERGRADUATE DEGREE
LANGUAGES ENGLISH, MALAYSIAN

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.