Head - Collection Coe, Rrs

Job Summary The role holder is responsible for optimizing debt recovery operations through the strategic management of technology data analytics and dialer systems This involves integrating strategic leadership with expertise in information systems and data management to maximize efficiency and ensure regulatory compliance In addition the incumbent is responsible for overseeing external supplier management including change requests and resolving issues and managing centralized workforce management activities Key Responsibilities Key Responsibilities include Develop and implement overall collection strategies incorporating advanced dialer technology and data insights to maximize debt recovery and minimize losses Oversee the management maintenance and optimization of all collections systems including outbound inbound dialer platforms e g Genesys CRM and debt collection software CACS This includes troubleshooting technical issues and coordinating system upgrades Lead the Management Information Systems MIS function for collections ensuring the collection integrity analysis and reporting of data to support strategic decision-making This involves creating detailed reports and dashboards on key performance indicators KPIs like contact rates agent utilization and recovery trends Identify opportunities for process automation and improvement within the collections department leveraging technology to enhance operational efficiency Oversee external supplier management including managing change requests and resolving production level issues Lead and manage centralized workforce management activities including the processing and ongoing maintenance of the capacity model Strategy The mitigation of risk by providing accurate and timely information necessary to support management decisions Protection of the Bank s reputation Bank s ability to meet legal and regulatory obligations Minimizing risk of Bank being used by money launderers Ensure compliance with ALL internal policies and regulatory requirements Business Ability to formulate and comply with credit criteria Ability to be highly flexible adaptable open-minded responsive to the behaviour of the market Comprehensive knowledge on basic banking practices policies and relevant regulatory concerns Processes Responsible 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 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 Responsible to standardize the processes People Talent Ensuring that the necessary trainings on-the-job or classroom are conducted to the team and provide required job knowledge Ensure quality processing and adherence to all key controls and checks Lead train and mentor the teams responsible for dialer administration and MIS fostering a data-driven and compliant culture Risk Management Ensure all collections activities and system usage adhere to relevant financial regulations data 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 Regulatory Business Conduct o Display exemplary conduct and live by the Group s Values and Code of Conduct o 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 o Effectively and collaboratively identify escalate mitigate and resolve risk conduct and compliance matters Key stakeholders Collections Head Regional Heads Country Operations Credit Units CI FA Collection Recovery CRM SBIM Finance Legal Compliance Assurance IS and IT Personnel Local and Group Human Resources Group Credit Auditors External Collection Agencies Local Regulators Qualifications Bachelor s or Master s degree in Business Administration Operations Management Risk Management or related field Skills and Experience Develop familiarity with the key systems like C400 CCMS RLS PDW eBBS etc Adequate knowledge around SAS and Excel as these tools are primarily used to produce the MIs and also able to troubleshoot and resolve issues on these tools Ensuring that the necessary trainings on-the-job or classroom are conducted to the team and provide required job knowledge Excellent leadership and stakeholder management skills Knowledge of visualisation tools and automation techniques will be an added advantage 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 do Never settle continuously striving to improve and innovate keeping things simple and learning from doing well and not so well Are better together we can be ourselves be inclusive see more good in others and work collectively to build for the long term What 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 toolkits A 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 43321