Manager - Field Collections, North

This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.Job Summary Strategy• Ensure adequate and relevant collection strategy is in place & used in line with the size and risk of the portfolioBusiness• 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'sProcesses• 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 AccountsKey Responsibilities • 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 accountholder's change of contact details• Follow all ISO related procedures/documentation wherever applicableOperating Model• To ensure that all collection activitieso 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.o Uphold the principles of Treating Customers Fairly (TCF) during customer interaction.o Maintain the highest standards of vendor governanceTools 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 & Talent• 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:o Capacity Planning; Recruitment and Trainingo Productivity, Resolution and CoverageRisk Management• Monitor all major risk issues and concentrations. Where appropriate, direct remedial action and/or ensure adequate reporting to Risk CommitteesGovernance• 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. The Candidate must ensure compliance with these policies and procedures on an ongoing basis.o 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.• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.Key stakeholdersInternal• Policy Team• Credit Initiation / Credit Operations• Country Legal Team• ComplianceExternal• 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-auctionOther Responsibilities• The Job holder must ensure the candidate is fully aware of all the policies and procedures issued in relation to money laundering prevention. The Candidate must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer and must be responsible for overall awareness, adherence and implementation of the Group AML Standards and Country KYC policies. Establishing a culture and systems and controls to ensure that the businesses operate according to higher standards of regulatory and compliance practices as defined by requirements including local banking laws and anti-money laundering guidelines as part of developing a culture of good complianceSkills and Experience • Business - Market Knowledge• Business - Products and Processes• Manage Conduct• Manage Risk• Manage PeopleQualifications • 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• Ability to envisage technological implementations for handling increased business• Experience in Monitoring/Controlling Regional Collection Activities / Negotiations with Delinquent cardholders / Agency Monitoring calls for expert knowledge of Delinquency Trends and agency management in various products.• Market understanding and Collection Techniques.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 doNever settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so wellAre better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long termWhat 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 toolkitsA 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.