Manager, Collections Operation Support

Job Description

*About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.Job Purpose

• Ensure that unit is audit compliant and is adhering to laid down processes when performing the defined roles and responsibilities
• Ensure appropriate controls are in place and followed so as to minimize risk

The Role Responsibilities

• 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.
• Maintain the highest standards of vendor governance
• Ensure unit strength is managed in accordance with defined standards maintaining an active training and learning collections environment to ensure excellence in Collections Management.
• Ensure coordination of timely and effective training to all collection personnel with respect to existing products, new products/initiatives. 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
• 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, Dialer, 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 empaneled vendors
• Conduct checks surrounding Key Control Self Assessments as per country, audit, Group and regulatory expectations
• Manage Call Monitoring & Calibration for calling hubs as well as external agencies
• Conduct audit checks at regular intervals on internal teams as well as external vendors
• Manage external audit agency and checklists to be used for audits by internal as well as external teams
• Ensure timely submission of data related to CST checks. Open exceptions to be reviewed and action points agreed with stakeholders & tracked to closure.
• Facilitate resolution of complaints received from all channels within specified TAT
• Ensure that center is compliant with respect to Audit Requirements.
• Generate timely reports & presentation decks to support portfolio reviews as and when warranted.
• Review and monitor all reports shared for the unit with Country Risk, Business and Group.
• Ensure timely and accurate rollout of monthly capacity plan
• Ensure service standards as applicable to collections processes are met or improved on.
• Handle projects as and when assigned.
• Validate requests received from all channels, support & forward for approvals to respective approvers
• To assist in developing and ensure coordination of timely and effective training to all collection personnel with respect to existing and new products / initiatives / processes.
• Support in arranging training & stress buster programs for the team as per requirements.
• Perform Gap Analysis against new process/ policy rollouts as per requirement
• Assist in rollout of annual training program and tracking of status against the same
• Ensuring rollout of the training calendar and execution of the trainings as per schedule
• Assist in the development of new training kit for any new policy/ process/ product launch
• Obtain feedback against conducted training programs and incorporate the same into the training modules as applicable.
• Engage with relevant stakeholders to identify opportunities of increasing training effectiveness
• Assessing training effectiveness and knowledge levels by obtaining feedback through training assessments, quiz, tests etc

Our Ideal Candidate

• Graduate / Postgraduate with 6-8 years of experience
• Must have working knowledge in Collections
• Knowledge of systems is a must
• Negotiation and dispute resolution skills
• Customer interaction & communication skills.

Apply now to join the Bank for those with big career ambitions.To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
winning others overgap analysismusic makingexternal auditcall monitoringbilling processoperational riskexternal agenciestraining programsservice standardsdispute resolutionregulatory guidelines