Job Description

Job Summary
The role is responsible for efficiently and effectively managing the SG and ASEAN Collections Department to meet business objectives and contribute to the strategic direction, planning, and performance of the Credit Operations of WRB. This includes implementing a sustainable Regional Collection and Recovery operation and governance framework to achieve loss performance targets, productivity controls, and adherence to conduct standards. Additionally, the role focuses on enhancing collections and recovery capabilities, driving optimization, and standardizing processes across SG and ASEAN collections.
Key Responsibilities
Strategy & Governance

• Lead the development of strategic direction, operating budget, and business objectives for Collections and Recoveries.
• Ensure the collection strategy is adequate and relevant to the portfolio's size and risk.
• Drive collaboration and deliver synergies across Collections teams, credit risk teams, and stakeholders.
• Regularly communicate with counterparts in Credit Risk functions and business teams regarding market intelligence and significant shifts in customer segments and behavioural patterns to facilitate timely policy, procedure, and strategy revisions.
• Liaise with partnership tie-ups to ensure appropriate collection strategies and governance frameworks are in place.
• Adhere to and comply with Local Regulator Guidelines, Global Credit Standards, Credit Policy Manual, and Collection Process Standards.
• Accountable for the satisfactory closure of issues/gaps arising from Internal Audits, Business Risk Reviews, peer reviews, third-party agency audits, and regulatory reviews.
• Stay abreast of emerging issues, industry trends, and evolving regulatory requirements, and oversee the establishment and delivery of respective requirements.

Tools & Technology

• Optimize the use of all collection tools and leverage analytics and data segmentation to enhance collection efficiency.
• Introduce new tools into collections to enhance efficiency and effectiveness.
• Ensure constant development of system capabilities to enhance operating processes.
• Fully leverage portfolio analysis conducted by the Credit team for collections activities.
• Champion continuous process improvements, upskill collection techniques, upgrade collection tools, and optimize collections systems.

Processes

• Ensure robustness and scalability, driving standardization and automation across collections activities.
• Ensure all collections activities comply with agreed standards and regulatory guidelines within the country and the overall Operational Risk (OR) framework.
• Liaise with the Collection & MIS Hub to maximize the benefits of centralization where appropriate.
• Uphold customer engagement and conduct principles of 'Treating Customers Fairly' during customer interactions.
• Maintain the highest standard of vendor governance.
• Responsible for outsourcing matters, providing guidance to outsourcing owners on applicable policies and regulations to ensure compliance.
• Ensure timely escalation of any outsourcing risks and table new/incremental outsourcing activities to the appropriate risk forum.
• Work with outsourcing owners to ensure adequate onboarding due diligence, governance oversight on outsourced activities, and updating of the outsourcing inventory.
• Ensure adherence to the OR Assurance Framework in the identification, assessment, mitigation, control, and monitoring of risk.
• Track and follow through on management actions to mitigate identified operational risks exposure.

People & Talent

• Employ, engage, and retain high quality people
• 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.
• Lead through example and build the appropriate culture and values within the Function and across the wider organization.
• Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Responsibility to review team structure/ capacity plans.

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 teams to achieve outcomes set out in the Bank's Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Display exemplary conduct and live by the Group's Values and Code of Conduct

Key Stakeholders
Internal

• ASA Country Credit Heads
• Head, Credit Policy & Portfolio Risk, Secured Lending & BC
• Head, Credit Policy & Portfolio Risk, Unsecured
• Head of Operational Risk
• Head of Portfolio Monitoring and Forecasting
• ASA Business Heads
• Head of Fraud Risk Management
• Head, Credit Initiation
• HR
• Legal & CFCC
• Customer Experience

External

• Lawyers
• Counterparts in other Banks on matters of mutual interests
• External Collection Agencies
• Partnership tie-ups

Our Ideal Candidate

• 15+ years in a risk role with exposure to multi country collection operation experience
• Strong analytical capability with a proven track record of implementation
• Good knowledge of the products as well as Collections and recovery practices across markets
• Proven ability to drive and manage change. Be a change agent.
• Demonstrated leadership in managing high performing teams to deliver on the agenda.
• Strong communication and influencing skills

Role Specific Technical Competencies

• Manages Ambiguity, Strategic Mindset
• Decision Quality, Develops Talent, Drives Vision & Purpose, Gives Clarity & Guidance
• Leading Across Cultures
• Action Orientated
• Collaborates
• Courage
• Customer Focus
• Instils Trust
• Nimble Learning

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.

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