JOB SUMMARY

The collection strategy and Governance team is a centre of excellence and is integral to the collection team in implementation of sustainable collections and recovery operations to deliver on operational and loss performance, productively, outstanding rationalization and controls.

Be part of a team that continues to find ways to enhance of collections and recovery capability and the driving of optimization and efficiency. We endeavour to balance between technical capability and business understanding to identify opportunities and find solutions. 

RESPONSIBILITIES

Strategy

•    Consistently explore opportunities to improve controls in operational procedures and ensure agreed changes be implemented.
•    Review process and strategy design on a period basis and locate areas to improve in line with local regulations and the Bank policies and procedures.

Governance
•    Implement the Operational Risk Framework (“ORF”) as planned and on a timely basis; and proactively and rigorously evaluate ORF controls whenever there are changes to high and medium risk processes. Continuously improve collection processes to control and mitigate operational risks.
•    Ensure all the collections procedures and activities are in line with regulatory requirement and internal policies.
•    Work a liaison with Country Compliance and Group Collections to address inquiries from the team in a timely manner.
•    Follow through audit requirements, findings and action items, if any.
•    Perform timely gap analysis between group policies and country processes, and prepare dispensations, if required, with rationales and compensating controls, and seek approvals from authorized approvers.
•    Ensure all dispensations from group policies and procedures be reviewed, renewed or discarded in a timely manner.
•    Organize periodic sessions for both HK and SZ collection to ensure a good level of awareness of critical governance requirement including group and country policies, local regulations, and their backgrounds.

Business
•    Handle customer complaints in a timely manner by engaging with different stakeholders.
•    Use lesion learnt from complaints to improve the processes and controls.
•    Report to management customer complaint volume on a timely basis..

Processes

•    Maintain the departmental; operation instructions, and ensure the documents be reviewed and updated by process owners in a timely manner.
•    Ensure the authorities delegated by Country Head of Collections be timely documented, reviewed and updated as and when required or at least once a year.
•    Ensure new joiners complete mandatory training on conduct, and collections dos and don’ts.
•    Perform periodic on-site reviews on third parties including both collections and legal vendors to ensure risk associated with the third parties are identified and mitigated.

Risk Management
•    Carry out Business Impact Analysis to identify and critical business activities of the department
•    Develop Business Continuity Plan (BCP) to ensure that the critical activities with be continued in the event of crisis, which results in the unavailability of office premises.
•    Continuously monitor any changes impacting the integrity of the BCP, and update it where necessary.
•    Raise the awareness of all staff members at Collections and Recoveries the importance of BCP.
•    Coordinate exercise to validate the BCPO resources meet the business requirements

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.
•    Lead the Hongkong CPBB Risk – Collections Governance to achieve the outcomes set out in the Bank’s Conduct Principles: [Bank’s Conduct Principles: Fair Outcomes for Clients; Financial Crime Compliance; The Right Environment, Dos and Don’ts, Group Collection Standard, Code of Banking Practice, Code of Conduct on Consumer Credit Data 

Key Stakeholders

Internal
•    Business
•    Credit Operations
•    Control Assessment & Assurance/Management Information & Forecast
•    Credit Policy & Portfolio Risk, Secured Lending
•    Credit Policy & Portfolio Risk, Business Banking
•    Credit Policy & Portfolio Risk, Unsecured
•    Retail Operations
•    HR
•    Legal & Compliance
•    Customer Experience
•    CCC Feedback
•    GIA

External
•    Auditors
•    Regulators
•    Lawyer’s – Litigation matter’s
•    External Collection – Agencies

Other Responsibilities
•    Embed Here for good and Group’s brand and values in Hongkong CPBB Risk - Collections; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

 
Our Ideal Candidate
Education - Bachelor's degree in Business Administration, Finance, Economics, Risk Management, or a related field. 
Training - Experience of HKIB-ACRM is PREFERRABLE
Language
•    Cantonese, Mandarin and English 
•    Strong communication, analytical, problem-solving, and interpersonal skills.
•    Knowledge of the bank’s operational processes and systems is preferable.
•    Experience in Change Delivery
•    Prior experience in a governance and/or collections support role is an added advantage.
Languages - Cantonese, Mandarin and English

Role Specific Technical Competencies
•    Data Science & Analytics
•    Project Management
•    Risk 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.