Manager, Field Coll & Rec, West II

Job Description

Roles and Responsibility Strategy
• Ensure adequate and relevant collection strategy is in place & used in line with the size and risk of the portfolio
Business
• To effectively monitor and control delinquency rates of the secured & unsecured portfolio and Charged-off accounts of retail portfolio
• To ensure successful Recoveries with the objective of minimizing Net Credit Loss.
• To ensure that effective Legal measures are taken against Delinquent Customers to safeguard the interest of the Bank.
• To ensure that Collections processes are compliant and delivered as per the internal service level agreements and agreed timelines.
• Managing and implementing optimum and cost-effective vendors as per requirements.
• Understanding of collection procedures and processes and legal implications and processes of NPA s
Processes
• To take account of NPAs and design customized solutions and optimize return recoveries.
• Define and implement legal procedures to convert / cure NPAs and minimize losses.
• Interface externally with lawyers, enforcement agencies in order to define and implement these processes.
• Minimizing Bank s risks by implementing appropriate policies and regulations.
• To provide feedback to senior internal and external stakeholders in order to define processes.
• Monitor and control Delinquency and Credit losses for Retail Products
• Negotiate & collect over dues from customers where required
• Ensure charge-offs are minimized and recoveries are effected on Charged-off Accounts
• Exercise adequate control over in-house team at bank and external agencies in terms of:
• Capacity Planning
• Recruitment and Training
• Productivity
• Resolution
• Account Coverage
• Cost of collection
• Agency performance in terms of resolution - both front-end and net resolution
• Ensure proper documentation of Collection related activities and accurate CACS / CAMS update
• Timely assignment of Collection cases to Agencies and / or In-house field collectors
• Conduct periodic audits of Collection Agencies and Legal Vendors
• Follow all related procedures/documentation
• Ensure legal recourse and follow up on delinquent accounts where applicable so as to minimize losses
• Assist Fraud Risk Management team in investigation
• Liaison with Legal/Law Enforcing Authorities for speedy recovery process
• Negotiate with seriously delinquent account holders and obtain repayments to minimize losses
• Timely closure of customer escalations and proactive reporting of trends noted
• Ability to relate to Product policies & possess credit appraisal perspective
• Ensure proper documentation of Collection related activities and updation of CACS (Computer Assisted Collection System)
• Ensure updation of database for accountholders change of contact details
• Follow all ISO related procedures/documentation wherever applicable
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 and Skills
• 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.
• 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.
• Exercise adequate control over in-house field teams in terms of portfolio productivity, resolution and coverage.
• 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. Candidate 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 the [country / business unit / function/[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.]
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders Internal
• 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
• DRT
• Chief Metropolitan Magistrate
• District Magistrate
• Local Police Station of Possession / Enforcement Agency
• External Counsel
• Judicial Authorities
• Vendor for e-auction
Our Ideal Candidate
• Graduate / Postgraduate with 6-8 years of experience in respective product portfolio with a minimum of 6 years of relevant experience as Centre/ region in-charge. Exposure to Collections and other line function desirable.
• An initiator with very high level of energy.
• Excellent leadership, analytical and communication skills
• Strong interpersonal skills and a good team player
• Negotiation and influencing skills
Role Specific Technical Competencies
• Business Market Knowledge
• Business Products and Processes
• Manage Conduct
• Manage Risk
• Manage People
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Keyskills :
product portfoliolegal proceduresbanking lawrisk managementagency managementfront endservice level