Collections Agency Manager

Job Summary

• Effectively reviewing outsourced accounts of Wealth and Retail Banking retail portfolio, to ensure successful Collections & Recoveries with the objective of minimizing Net Credit Loss
• Ensuring that effective management of external agencies and regular audits are conducted to ensure adherence to group guidelines and effective recovery tools.
• Complying with Country Agency Management guidelines

Key Responsibilities

• Ensuring agency documentation i.e. agency staff productivity, MIS reports, target & allocation letters are completed as per given guidelines.
• Timely allocation and reconciliation; Target setting and performance dashboard for respective agencies
• Adequate & intense coverage of the portfolio; Strategic allocation to callers and executives
• Provide additional information on accounts based on queries
• Initiate legal action where appropriate; Case filling & release within TAT
• Comply with group policy requirements and audit; Track and reconcile recovery suspense account
• Scrutinize and maintain TAT on all vendor payments; Maintain and file all agency documents
• Retrieve documents and ensure safe keeping
• Talk to customers and negotiate settlements
• Initiate settlements and approvals for agencies without errors; Track settlements and payments daily
• Build pipeline for consecutive months.
• Issuance of clearance letter to customers post settlement honored.
• Provide details to call back process teams before timeline.
• Document meetings held at agencies/ Conference calls.
• Discipline and maintain office decorum 

Business

• Provide regular analytics for business for the purpose of ensuring right strategies are adopted 

Processes

• Proper management of account receivables, by minimizing loses.
• Assurance that appropriate and effective debt collection actions are being taken against high default customers effectively.

People & Talent

• Talent development and management to maintain a robust inventory of high potential resources for succession planning & /or key positions in the Collection Unit. 

Risk Management

• Continuously share and provide a forward looking view of the risks that may materialise 

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.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 

Key stakeholders

• Collections & recoveries Agencies, policy, credit initiation, Fraud Risk Management Unit, operations, branches and Legal & Compliance and Wealth and Retail Banking business.

Skills and Experience

• Spot Opportunities and build Resilience 
• Take Lead and achieve Results 

Qualifications

• Background in Analytics with a minimum 3 years of experience in related Collection & Recovery Managerial role in charge of an agency.
• Exposure to other line function desirable. Experience should include people management.
• Excellent leadership, analytical and communication skills; Strong interpersonal skills and a good team player 
• Negotiation and influencing skills
• Experience in Monitoring/Controlling Collection Activities/Negotiations with Delinquent cardholders / Agency Monitoring calls for expert knowledge of Credit Card Delinquency Trends, Market understanding and Collection Techniques.