For the post of Head, Collections Hub

Job Description

*Role Responsibilities RRS Collections Hub is an integral part of Risk Services in GBS which supports the CPBB Risk Function.The activities include:Design, execute and continuously innovate global collections system and contact strategies through the use of both traditional and non-traditional communication channels in order to maximise the efficiency and effectiveness of SCB s collections operations.To enable the above, development will be tied into the optimal use of collection system with overarching front end responsibility of systems and contact management Responsible for daily operations of the Collection and Recovery hub to deliver
• Business dialing strategies through the centralized dialler administration unit
• Standardization and alignment to the Collections strategy through CACS administration unit
• Collections Analytics to optimize Collection & Recovery Performance
• Timely and accurate MIS delivery to various Collections and Recovery centres through Reporting MI unit
Strategy
• Develop a Global Voice and non voice strategy and infrastructure capabilities (dialler, VR, email, SMS, chat etc) as part of the strategic agenda for collections and recovery.
• Develop effective contact strategies for countries to contact customers faster, better and cheaper.
• Identify productivity opportunities through optimization of contact channel and establishing strong cost management with respective vendors supporting these channels.
• Support the implementation of Omni Channel across different markets
• Design and implement the automation of manual collection processes using the CACS and contact management platform.
• Continuously Develop robust controls for CACS and contact channels
• Significantly grow capabilities of the Hub in India
• Actively work with Group Collections OE and innovation to support POC testing on new frontiers in collections
• Manage and deliver on strategic collections projects /initiatives
• Ensure timely and accurate execution of country dialler strategies through the centralized dialler team
• Develop and maintain standardized dialler administration procedures in line with Group Policy
• Implement CACS strategy rules based on collection strategy requirements
• Supervise the preparation, review and submission of group and country Collections reports
Business
• Ability to formulate and comply with credit criteria.
• Ability to be highly flexible, adaptable, open-minded, responsive to the behavior of the market.
• Comprehensive knowledge on basic banking practices, policies and relevant regulatory concerns.
ProcessesResponsible to manage the generation and delivery of daily / weekly / monthly / quarterly CPBB risk reports accurately and timely. Responsible to ensure that the team delivers reports accurately with a adequate checks and controls are done based on the past trends.Responsible to ensure that the Unit s objective from a Projects / Adhoc support perspective is managed.People and Talent
• Responsible to represent Collections function, engage with key stakeholders, communication, status of operations, issue escalation, recommendations and support initiatives
• Support and facilitate peer reviews and best practice sharing across countries
• Actively drive dialler innovation in all SCB outbound calling functions
• Drive automation capabilities to deliver customer centric experience and in line with treating customers fairly
• Develop effective contact strategies for countries to contact customers faster, better and cheaper
• Remove duplication in contact channel treatment intraday to optimise and refine contact strategies
• Design, approve, install and govern the use of CACS, dialler, SMS and VR for Collections and CAMS (collection agency management system ) and any other new system which may get installed in future.
Risk Management
• Ensure that Retail Banking Risk and Collections and Recovery Policy and procedures are adhered to and in alignment with local Central bank or Regulator requirements.
• Manage and control dialler administration to ensure group standards and policies are adhered to
• Adherence to laws and regulations, internal risk and compliance policies and the Group Code of Conduct.
• Completion of all mandatory risk and compliance training including e-learning within stated timeframes
• Proactive identification of risks and concerns, including escalation to all relevant stakeholders
• Timely mitigation of risks and resolution of issues including collaboration with all relevant stakeholder functions, and establishment of effective controls
• Completion of all mandatory risk and compliance training and acknowledgements by each member of my team within stated timeframes
• Demonstration of adherence to the management principles for effective risk and control and the Group s fair accountability principles
• Prompt and decisive action upon detection of risk and compliance weaknesses
Governance Proper documentations like EUC, BIA, BCP, BID, Migration Checklists, SLAs, Recharge Documents, DOI, Change Templates etc. needs to be documented appropriately. Ensuring that proper backups are being arranged for critical reports.Ensure that the Cost Budgets are met according to management targets,

Keyskills :
peer reviewsretail bankinglife insurancecredit bureauhuman skillsfront end