Head Collection and Recovery, South Asia

Job Summary

• To ensure that the ASEAN Collections Department is managed efficiently & effectively, to enable it to meet business objectives, add value to the strategic direction, planning & performance of the Credit Operations of CPBB. To implement a sustainable Regional Collection & Recovery cooperation & governance to deliver on loss performance, productivity controls & conduct.
• To enhance collections & recovery capability & drive optimisation & standardisation across ASEAN collections.

• Leads in the development of the overall strategic direction, operating budget, delivering business objectives, and overall people management for Collections and recoveries.
• To have an adequate and relevant collection strategy which is commensurate with the size and risk of the portfolio.
• Drives collaboration and deliver synergies across all Collections teams, credit risk teams and stakeholders.
• Communicate, on a regular basis, to counterparts in Credit Risk functions and business teams on market intelligence and/or significant shifts in customer segments, behavioural patterns etc to facilitate timely revisions to policies, procedures and business strategies where required.
• Liaise with Partnership tie-ups to ensure appropriate collection strategies and governance framework is in place.
• To adhere and comply with Local Regulator Guideline, Global Credit Standard, Credit Policy Manual and Collection Process Standards.
• Accountable for satisfactory closure of issues/gaps arising from Internal Audits, Business Risk Reviews, peer reviews, third party agency audits and regulatory reviews.
• Keeps abreast of emerging issues, industry trends and evolving regulatory requirements and oversees the establishment and delivery of respective requirements.

• Making optimal use of all collection tools and using analytics and data segmentation to enhance collection efficiency.
• Introduce new tools into collections to enhance efficiency and effectiveness.
• Ensuring constant development of system capability to enhance operating process.
• To ensure that portfolio analysis conducted by the Credit team is fully leveraged for collections activity.
• Champion continuous process improvements, upskill collection techniques, upgrade collection tools, optimize collections systems.

• Be robust and support scale, drive standardization and automation.
• To ensure that all collections activities are carried out in compliance with the agreed standards and with due recognition of the regulatory guidelines within the country and the overall OR framework.
• Liaise with Collection & MIS Hub where appropriate to maximise benefits of centralisation.
• Uphold customer engagement and conduct principles of ‘Treating Customers Fairly’ during customers interactions.
• To maintain the highest standard of vendor governance.
• Responsible for outsourcing matters and providing guidance to outsourcing owners on applicable policies and regulations to ensure compliance.
• Ensure timely escalation of any outsourcing risk and tabling of any new/incremental outsourcing activities to appropriate risk forum. To work with outsourcing owners to ensure adequate on-boarding due diligence, governance oversight on outsourced activities and updating of outsourcing inventory.
• Ensure adherence to the OR Assurance Framework in the identification, assessment, mitigation and control and monitoring of risk. Ensure adequate traction, track, and follow through management actions to mitigate identified operational risks exposure.

• 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…