Key Responsibilities

Strategy
•    Communicate and ensure proper execution of the defined collection strategies maximizing the productivity and effectiveness of technology and collectors, to minimise flow rate and reduce charge-offs.
•    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
•    Accountable for closing all Policy &/or Process Standard gaps within agreed timelines.
•    Ensure that control issues &/or gaps arising from Internal Audits, Business Risk Reviews, peer reviews, third party agency audits, regulatory reviews, Group Collections review and Collections QA reviews are acted and closed within the stipulated timelines.
•    Communicate, on a regular basis, to the Head of Collections, and counterparts within the Collections Department and Lending Risk & Risk functions, on market intelligence &/or significant shifts in customer/segment behavioural patterns, to facilitate timely revisions to policies, procedures, and business strategies, as appropriate
•    To ensure all regulatory requests, deliveries and communications are properly handled to protect the bank’s interest and reputation.
•    To adhere and comply with Bank Negara Guideline, Global Credit Standard, Credit Policy Manual and Syariah (Islamic Law) compliance.
•    Awareness and understanding of the wider business, economic, market environment, Bank’s business strategy, the companies operate in and the model appropriate to the role.
•    To assess and continually actively monitor the level of provisions for the accounts in the portfolio, ensuring compliance with Group policies and regulatory requirements
•    Accountable for satisfactory closure of issues/gaps arising from Internal Audits, Business Risk Reviews, peer reviews, third party agency audits and regulatory reviews
•    Keeps abreast of emerging issues, industry trends and evolving regulatory requirements and oversees the establishment and delivery of respective requirements.

Business
•    Making optimal use of all collection tools and using analytics and data segmentation to enhance collection efficiency. 
•    Ensuring close partnership with Strategy & Governance, Project Teams with constant review and development of system capability to enhance operating process. 
•    To ensure that portfolio analysis, collection reports, dialer reports are fully leveraged for collections activity. 

Processes
•    Review and ensure that daily, weekly & monthly (as applicable), MIS, scorecards, targets, capacity plan and KPIs are accurate and reviewed in a timely manner. Assure that triggers are acted to facilitate performance management of staff.
•    Management of monthly targets and deliverables via collections, key productivity indicators (KPIs), flow rate, IIP & LI per Plan.
•    To ensure delinquent accounts are timely initiated field visit, agency visit, legal proceedings.
•    Ensure proper due diligence and periodic updates are conducted on external parties earmarked for accreditation (where applicable)
•    To ensure Supervisors / Managers are reviewing the Supervisory Queue in Collection System on timely manner to avoid gaps/ escalations.
•    To manage & ensure all processes and procedures are in place to support collection efforts and process changes are updated accordingly in the DOI work procedures in timely manner. 
•    Maintain accurate and robust monthly cost management and forecasting discipline, to meet cost budget and forecast challenges.
•    Understand key drivers; the trends and seasonality, review Collections Decks, Risk Decks, Group Decks and be able to articulate risks, challenges aside from performance improvements. 
•    Able to follow-thru on key actions/ initiatives to manage Collection portfolio.

People & Talent
•    Responsibility to review team structure/ capacity plans. Oversee career development plans of key resources; direct reports, to assure robust succession planning and to build a healthy talent inventory for key positions 
•    Oversee day to day capacity planning & forecasting, in accordance with Group Collection Standards, to ensure that adequate collection resources are in place to execute collection strategies, and deliver business goals 
•    Encourage and promote an active training and learning Collections environment to facilitate excellence in collections performance, through monitoring, measuring and motivating collectors.
•    Responsible for recommendations to Head of Collections for appropriate delegation of authorities to direct reports, to facilitate the expeditious and effective execution of daily duties. 
•    Implement action plans with a view to achieve an improvement of overall collections staff engagement. 
•    Optimize capacity on the current team per cap plan and ensure timely hiring. (where needed)
•    Lead through example and build the appropriate culture and values. To set the tone and the expectations when interacting with the businesses and work in collaboration with the Risk partners. 
•    Build and coach a high-performing collections team by strengthening technical capability, ownership, and accountability. 
•    Assist Low Performers through a sustainable Performance Improvement Plan (PIP) with sufficient coaching & guidance. 

Risk Management
•    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.
•    To ensure uphold the principles of Treating Customers Fairly (TCF) during customer interaction.
•    Handle customer enquiry’s and agree on re-negotiated repayment terms involving difficult or exceptional case
•    Account for compliance with operational risk, against Money Laundering guidelines, reputation risk, TCF Policy, Shariah requirement and local regulations on collections activities including but not limited to customer data privacy, physical contact and use of 3rd party agency guidelines.

•    Responsible for contracted others Business Supports compliance to the Group Code of Conduct, Collectors Code of Conduct and 3rd Party Agent Code of Conduct.
•    Responsible for the implementation of the Bank’s Governance framework (including relevant risk frameworks. Participate in Committee Meetings as and when required.
•    To represent SCB and protect its interests in complex Group and or multi – lender situations, by participating and taking an active role in forums such as lender coordinating committees etc.

Governance
•    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

Regulatory & Business Conduct
•    Ensure that the Regulatory requirements of the Central Bank are complied with at all times. To manage reporting of information to external auditors and regulations ensuring compliance with internal and regulatory policies and guidelines.
•    Lead the 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

Internal
•    Senior Manager, Collection Speciality 
•    Senior Manager, Recoveries
•    Senior Manager, Strategy & Governance
•    Manager, Recruitment, Training & Development
•    Head of Credit, Risk & Policy, WRB
•    Head of Credit Initiation
•    Head of Fraud
•    Human Resources, Relationship Manager
•    Country Compliance
•    Customer Experience
•    Group Collections, 
•    Group COE
•    WRB COO
•    WRB CCH

External
•    BNM
•    Accounting Firms

Other Responsibilities
•    Client focus: Treat customers fairly while applying disciplined collection actions.
•    Integrity: Uphold strong governance, compliance, and transparent decision-making.
•    Accountability: Own portfolio outcomes, claim accuracy, resolution timelines, and risk escalation.
•    Collaboration: Partner effectively with Business, Risk, COO, Customer Experience and Cross Functional partners
•    Continuous improvement: Strengthen process discipline, data quality, automation, and capability building

Skills and Experience

•    English – Writing & Reading
•    Auto Dialler
•    Collection System
•    Preparing Review Decks (Excel, Powerpoint)
•    AI / Co-Pilot

Qualifications

•    Education: Bachelor’s degree in Banking, Finance, Accounting, Business Administration, Economics, Law, or a related discipline; postgraduate qualification is an added advantage.
•    Training: Deep knowledge of Collection Operations especially Tele-Calling, Dialer, Collection System
•    Licenses: Relevant banking, credit, risk, recovery, legal, or compliance certification is preferred, including AICB, CCP, or equivalent professional programmes.
•    Membership: with recognised banking, credit, risk management, accounting, legal, or recovery-related professional bodies is an advantage.
•    Certifications: Relevant banking, credit, risk, recovery, legal, or compliance certification is preferred, including AICB, CCP, or equivalent professional programmes.
•    Languages: English, Bahasa Malaysia, Mandarin

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.