Manager Credit Services

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INM - Collateral Management

The Collateral Management team manages the end to end processing of collateral Perfection, Maintenance & Release and is spread across 7 locations PAN India and provide support to Corporate Business Groups i.e. GBM and CMB and Retail Customer group, RBWM. Credit Operations is primarily responsible for Collateral Perfection, Maintenance and Release including securities like Mortgage, Hypothecation, Pledge, Lien and other types of securities.

Under Retail Mortgages, the team handles all Mitigant maintenance activities for existing mortgage customers following the completion of initial Mitigant perfection and tracking and receipt of title documents provided by the borrowing customers to ensure updation of the completion status of title documentation 

The Mitigant for Retail Mortgage is typically mortgage of residential properties. The team will ensure "Good Title" to any property being taken as Security is established in accordance with Local Legal practices and the guidance provided by the empanelled lawyers and internal guidance. The activities include receipt of the title documentation for Mitigant perfection, checking documentation for completeness, liaising with lawyer to act on behalf of the bank in the mortgage transaction, and send copies of documentation if required, monitor and follow up for receipt of title documentation and check completeness, send title documentation to secure storage (either in-house or third party) until maturity of the mortgage and / or loan is paid off.

The team’s services include all Mitigant Release activities for existing mortgage customer loans. The team shall check reliance of the Mitigant to secure other facilities. Release the Mitigant as appropriate to customer

Principal Responsibilities:

• Ensure the highest levels of service both internal and external customers, and with an objective of protecting the interests of the bank at all times
• Checking of the security documents and carrying out changes in internal systems, etc. based on review / completion of necessary documentation; while ensuring adherence to internal processes.
• Ensure Security Perfection, Maintenance and Release in line with the processes and policies of the bank.
• Agreed upon SLAs to be met and monitored at regular intervals.
• Improve turnaround times and reduce costs and error rates.
• Ensure compliance with regulatory and internal guidelines.
• To ensure proper Housekeeping.
• Process daily request for collaterals received through various channels and provide appropriate resolution.
• Investigate on customer complaints and provide appropriate resolution to meet customer needs.
• Address queries/ clarification received from branches / Business partner & other stakeholder by providing timely & accurate revert.
• Work on daily / weekly / Monthly MIS on critical activity managed and share them with key stakeholder as and when required.
• Interact with Vendor for daily retrieval / archival of property documents and ensure the re-archival timelines are never breached.
• Identify areas of improvement within the Operations unit & suggest changes in design / re-engineerprocesses and implement the same in consultation with the line of operations.
• Maintain key operation metric like OOE / PA and capture daily volume processed through on designated system.
• Understand and conceptualize process flows for all activities managed in the team.
• Analytical thinking and attention to detail is necessary for the constant improvement of workflows and procedures to improve service standards

Customers / Stakeholders

• Effective Relationship management with stakeholders and staff internally to ensure effective service delivery.
• Continuous engagement with stakeholders on evolving business and functional requirements to work towards improvement in line with group priorities.
• Establishing an effective and robust communication channel with multiple stakeholders to ensure timely flow of information and continuous feedback mechanism

Leadership & Teamwork

• Create an environment where skills and knowledge are openly shared to achieve team and business goals.  Provide guidance on referred/technical issues in a constructive manner.
• Show respect for all and encouraging others to do the same.
• Develop and maintains effective working relationship with peers, the wider management team and other business areas.
• Analyze business trends, establish volume forecasting and plan for effective capacity management
• Manage work for quality and ensure compliance with audit requirements
• Building positive and professional relationships with Business Partners and colleague in other areas.

Management of Risk

• The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization.
• The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
• This will be achieved by ensuring all actions taken on account of the likelihood of operational risk occurring. Also by addressing any areas of concern in conjunction with entity management and/or the appropriate department.
• Contribute to the continuous improvement in process quality and delivery in support of the Group Strategy.
• Ensure all processes, services and activities are guided and support HSBC and Group Strategy and purpose.