Job Description

Business Function
Risk Management Group (RMG) is responsible for the development and maintenance of risk management and internal control frameworks. We provide independent review and challenge to business to ensure that appropriate balance is considered in risk/return decisions. In addition, RMG is responsible for the monitoring and reporting on key risk issues of the Bank. To manage risk effectively and deliver strong financial performance, we invest significantly in our people and infrastructure.
Risk Management Group works closely with our business partners to manage the bank's risk exposure by balancing its objective to maximise returns against an acceptable risk profile. We partner with origination teams to provide financing, investments and hedging opportunities to our customers. To manage risk effectively and run a successful business, we invest significantly in our people and infrastructure.
This role is to effectively lead and develop a team of telecalling agents, equipping them with the essential skills and knowledge required to execute impactful and persistent collection strategies. The objective is to minimize credit losses and maximize recovery rates from written-off portfolios, all while providing strong, decisive leadership, motivation, and strategic direction throughout the entire recovery lifecycle.
Job Responsibilities

• Lead and manage a high-performing team of telecalling agents (including agency staff) to maximize recoveries from written-off portfolios and minimize credit losses for the Bank.
• Monitor and drive individual and team performance against defined Key Performance Indicators (KPIs) and assigned management targets, ensuring consistent achievement.
• Provide continuous coaching, mentoring, and comprehensive training to team members, focusing on enhancing call quality, negotiation skills, adherence to regulatory compliance, and overall productivity.
• Conduct regular team meetings and performance reviews, offering constructive feedback and implementing development plans (e.g., call reviews, complaint resolution, performance appraisals) to elevate staff capabilities.
• Leverage data and analytics to derive contextualized insights, driving operational efficiency, performance enhancements, and process improvements across collection activities.
• Champion continuous improvement and best practices, including the adoption of Agile methodologies, digital innovation, automation, and proactive risk mitigation strategies within the recovery lifecycle.
• Effectively handle and resolve escalations and complaints within stipulated timeframes, providing appropriate remedial solutions such as payment proposals and initiating legal actions where necessary.
• Ensure rigorous adherence to all established collection guidelines, processes, and regulatory/statutory compliance requirements.
• Serve as the liaison person and point of contact for recovery-related communications, engaging effectively with senior management, executives, internal stakeholders, and external parties (e.g., customers, regulators, vendors)

Requirements

• Degree or Diploma in any related field.
• 5-8 years of relevant experience in collections with required experience in supervisory or team leadership role
• In-depth knowledge of collection strategies, processes, best practices and litigation process for unsecure products and the collections cycle.
• Excellent analytical and decision-making skills, with the ability to analyze data and make informed decisions.
• Ability to manage pressure and make sound decisions in fast-paced environments
• Display a high degree of team spirit and professionalism, and able to co-operate in a harmonious and productive manner with team member and stakeholder.
• Familiarity with relevant regulatory frameworks and guidelines in the financial services sector.
• Strong leadership, management, and team motivation skills.

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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

Skills Required