Job Summary

To effectively monitor and review Portfolio trend to ensure strict control over delinquency numbers.

Key Responsibilities

Strategy

• Devise and implement strategies to optimize cost, performance and reduce operational risks 
• Ensure adequate and relevant collection strategy is used in line with the size and risk of the portfolio 

Business

• Awareness and understanding of the wider business, economic and market environment in which the   Country operates 
• Effectively manage the delinquent portfolio for secured and unsecured products by timely monitoring of:
  • Capacity planning, 
  • Resource allocation
  • Team performance
  • Training of Supervisors and callers – Channel Partners
  • Caller Productivity – Channel Partners
  • Account coverage validation
  • Team Engagement 
  • Effective Incentive Programs
• Make optimal use of all collection tools. Make use of available analytics and data segmentation to enhance collection efficiency. Understand the portfolio analysis conducted by the Credit team to leverage the same for collections activity.
• Targeted coverage of all pre-delinquent and delinquent accounts
• Manage performance of Outsourced Calling Agency 
• Manage team capacity planning and rostering
• Monitor and control referral rates to Field Agencies
• To assist Credit Management in monitoring and rationalizing costs

• Monitor and control delinquency and minimize credit losses. 
• Ensure charge-offs are minimised and recoveries are effected on Charged - off Accounts
• Ensure timely reporting to Group, Credit Policy and other stakeholders
• Provide timely feedback on escalation of gaps / errors to appropriate stakeholders
• Rationalise and reduce collection costs where possible

Processes & Operations

• Ensure adequate and relevant collection processes are in place & used in line with the portfolio requirements
• Ensure effective utilization of processes and resources with an objective of assisting the unit head to minimize credit losses, maximize recovery and manage costs.
• 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 and the overall OR framework.
• Uphold the principles of Treating Customers Fairly (TCF) during all customer interactions.
• Drive timely closure of customer escalations and proactive root cause analysis, reporting and process re-engineering to prevent recurrence of such escalations in future
• Maintain the highest standards of vendor governance
• Make use of available analytics and data segmentation to enhance collection process efficiency. Understand the portfolio analysis conducted by the Credit team to leverage the same for collections activity.
• Ensure coordination of timely and effective training to all collection personnel (Bank and agency) with respect to Code of Conduct, annual refreshers existing products, new products/initiatives, product and performance coaching. Ensure processes are in place for measuring and monitoring the program effectiveness 
• To manage complaints reduction across all products in collections.
• To design, develop, execute and monitor effective performance management programs for the unit without impacting the budgeted cost. Ensure appropriate controls are put in place to manager any ambiguities or gaps in process
• Ensure smooth implementation of Operational Risk processes, procedures and policies

• Ensure that the unit is compliant with respect to Audit Requirements.
• Incorporate Audit findings to streamline processes 
• Conduct Gap Analysis against new process/ policy rollouts as per requirement 
• Monitor and control Collection Operations, MIS, Systems, Projects, Dialler, Billing for all Collections portfolios
• Exercise adequate control over external agencies in terms of:
• On boarding
• Adherence to Regulatory Checks and Clearance 
• Supervise activities conducted by the back end and billing such as:
• Monitoring of collection agencies and processes to be followed by them
• Record Keeping of unit’s documentation for all activities 
• Submission of documentation and billing process for all empanelled vendors.

Operating Model

To ensure that all collection activities:-

• Are carried out in compliance with the bank policies / standards, and with due recognition of the regulatory guidelines within the country and all relevant risk type framework.
• Uphold the principles of Treating Customers Fairly (TCF) during customer interaction.
• Maintain the highest standards of vendor governance

Tools and Technology

• 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. 
• To ensure that portfolio analysis conducted by the Credit team is fully leveraged for collections activity.

People & Talent 

• Supervise and develop direct reports in a manner to enable them take on higher responsibilities. 
• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from the team and work in collaboration with risk and control partners.
• Employ, engage and retain high quality people, with succession planning for critical roles.
• Responsibility to review team structure/capacity plans ensuring capacity is managed in accordance with defined standards 
• Ensure callers are managed in a manner to effectively build productivity
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
• Ensure effective utilization of resources with an objective of minimizing credit losses, maximizing recovery and managing costs.
• Build a transparent and collaborative culture.
• To work in partnership with stakeholders. 
• Ensure unit strength is managed in accordance with defined standards maintaining an active training and learning collections environment to ensure excellence in Collections Management Exercise adequate control over external agencies in terms of:
• Capacity Planning; Recruitment and Training
• Productivity, Resolution and Coverage

Risk Management

• Monitor all major risk issues and concentrations. Where appropriate, direct remedial action and/or ensure adequate reporting to Risk Committees

Governance 

• Promote an environment where compliance with internal control functions and the external regulatory framework is a central priority of the business
• Ensure full awareness of all the policies and procedures issued in relation to money laundering prevention. He / she must ensure compliance with these policies and procedures on an ongoing basis. 
• 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; Awareness and understanding of the regulatory framework, in which the Group and Country operates, and the regulatory requirements and expectations relevant to the role

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.
• Lead 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.] 
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Any suspicious transaction must immediately be reported to the appropriate authorities. Must be responsible for overall awareness, adherence and implementation of the Group AML Standards and Country KYC policies. 
• Establish a culture and systems and controls to ensure that the businesses operate according to higher standards of regulatory and compliance practices as defined by requirements including local banking laws and anti-money laundering guidelines as part of developing a culture of good compliance

Key stakeholders

• GTO and CACS team: For System design and user requirements, implementation, enhancement and reporting requirements
• Policy Team
• Credit Initiation / Credit Operations
• Country Legal Team
• Compliance

External

• Auditors: For Audit and Reviews
• Regulators: Inspection and Regulatory requirements
• Suppliers / Vendors: For New vendor and product / system assessment
• Local Police Station of Possession / Enforcement Agency
• External Counsel
• Judicial Authorities

Other Responsibilities

• The Job holder must ensure he/ she is fully aware of all the policies and procedures issued in relation to money laundering prevention. He / she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer and must be responsible for overall awareness, adherence and implementation of the Group AML Standards and Country KYC policies. Establishing a culture and systems and controls to ensure that the businesses operate according to higher standards of regulatory and compliance practices as defined by requirements including local banking laws and anti-money laundering guidelines as part of developing a culture of good compliance

Skills and Experience

• Manage Conduct    
• Manage Risk    
• Manage People    
• Business – Market Knowledge    
• Business – Knowledge of Products and Processes    

Qualifications

• Graduate / Post- Graduate from a Premier Institute with a minimum of 8-10 years of experience in related field as Centre / Region in-charge. Exposure to credit and other line function desirable. 
• Ability to conceptualise and effectively execute the various collection strategies
• Experience in Monitoring / controlling Regional Collection Activities / Negotiations with delinquent cardholders / agencies. 
• Monitoring calls for expert knowledge of credit card delinquency trends, Market understanding and collection techniques.
• Experience in managing Outsourced agencies / vendors.
• An initiator with very high level of energy.
• Good analytical and communication skills and strong interpersonal 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.