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Job Introduction
·AVP – Agency Management for Debt Collection Agency, Card and Personal Loan (Unsecured) Collections.
·The Unsecured loans Collection Manager will oversee the collection process for delinquent Card and Personal loans ensuring efficient and effective recovery on delinquent portfolio while adhering to regulatory requirement.
·Manager will lead a team of collection agents, set collections goals, develop strategies and work closely with the agencies to resolves delinquent Unsecured loans portfolio.
·Being a Vendor Relationship Manager (VRM) Implement C19 & C23 Agency Management Standards while providing direction & support to the External Vendors.
·Enhance collection / recovery to help reduce / minimize credit loss.
·Manage “Risk” by way of identification & assessment and to mitigate such risk by implementing agreed strategy and by exercising good control.
·To ensure Bank’s laid down processes & polices are followed and customer fairness principles are adhered to all the time.
·Drive performance of External vendors matched against expected delinquency, Money Recovery Rate, Flow Rate & Loss rate.
·To maintain, HSBC’s internal control standards, including the timely implementation of internal & external audit points together with any issues raised by any external regulators.
Principal Responsibilities
Collections & Agency Management
·Set monthly / quarterly targets for the DCA in line with business requirement.
·External Debt Collection Agencies (DCA’s) are motivated to achieve the set targets in terms of Money Recovery Rate (MRR), Gross Credit Loss (GCL), Flow Rates, Recoveries & Provision releases & saves while remaining aligned to our operating principles.
·Identifying accounts and initiating legal action (Lok Adalat/CIVIL/LRN)
·Implement C19 and C23 Agency Management Standards to help mitigate conduct and reputation related risks.
·Upkeep of performance records for the month inclusive of Live sheet.
·To extend support to External Debt Collection Agencies (DCA’s) in helping them imbibe and follow HSBC’s Customer Fairness Principles.
·Lead and actively participate in negotiations with delinquent customers to collect outstanding/ resolve issues.
·Conduct audit checks and provide timely, formal feedback to DCAs.
·Conduct capacity planning for DCA’s from time to time.
·Review customer’s settlement proposal.
Operational Effectiveness & Control
·Maintain and observe HSBC internal control standards, implement, and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
·To ensure all the Information Security Risk (ISR) guidelines are adhered by the DCA.
·Run business in accordance with all guidelines and instructions covered under Desk Instruction Manual (DIM), Regional Guidelines (RG), Local Collection Manual (LCM), Debt Collection Agency (DCA) guidelines and Customer Fairness Principles
·Achieve satisfactory audit ratings with neither any major repeat recommendations nor any adverse findings from external auditors or any compliance review.
·Respond all customer service escalations within 24 hours of notice and escalate the same to Customer Complaints team and ensure Upheld complaints don’t exceed the agreed threshold.
·Analyze the portfolio and provide feedback to the risk department in terms of fraud accounts.
·Ensure Implementation of the Potential Vulnerable Customer policy.
·Review and referral of suspect fraud cases.
·Regularly monitor Service Providers’ service levels and costs by maintaining and regularly updating Archer System.
·Check accuracy of billings (sign off on the billings) before obtaining approval for payment.
·Review contract provisions and ensure that these are still relevant.
·Perform at least an annual risk evaluation and mitigation analysis regarding the outsourced activity. Conduct an annual review of the Service Providers’ financial capacity to support the outsourced activity (leverage and gearing ratios, net worth or capital, operating cash flows or liquidity) and file these reviews together with the financial statements.
·Perform all First Line of Defence (LoD) activities on timely basis.
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