Assistant Manager/Manager, Collection Support Assistant Manager/Manager, Collection Support …

Standard Chartered Bank
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
Standard Chartered Bank
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
Standard Chartered Bank
Assistant Manager/Manager, Collection Support
About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

Job Purpose
  • Maintain a sustainable collections and recovery operations and governance to deliver on operational and loss performance and complaint management

The Role Responsibilities

Functional Management
  • Consistently explore opportunities to improve controls in operational procedures and ensure agreed changes be implemented ;
  • Review process and strategy design on a periodic basis and locate areas to improve in line with local regulations and the Bank policies and procedures;
  • Maintain the departmental operation instructions, and ensure the documents be reviewed and updated by process owners in a timely manner;
  • Ensure the authorities delegated by Country Head of Collections be timely documented, reviewed and updated as and when required or at least once a year;
  • Ensure new joiners complete mandatory training on conduct, and collections dos and don'ts; and
  • Perform periodic on-site reviews on third parties including both collections and legal vendors to ensure risks associated with the third parties are identified and mitigated
  • Implement the Operational Risk Framework ("ORF") as planned and on a timely basis; and proactively and rigorously evaluate ORF controls whenever there are changes to high and medium risk processes. Continuously improve collection processes to control and mitigate operational risks;
  • Ensure all the collections procedures and activities are in line with regulatory requirement and internal policies;
  • Work a liaison with Country Compliance and Group Collections to address inquiries from the team in a timely manner;
  • Follow through audit requirements, findings and action items, if any;
  • Perform timely gap analysis between group policies and country processes, and prepare dispensations, if required, with rationales and compensating controls, and seek approvals from authorized approvers;
  • Ensure all dispensations from group policies and procedures be reviewed, renewed or discarded in a timely manner; and
  • Organize periodic sessions for both HK & SZ collection to ensure a good level of awareness of critical governance requirements including group and country policies, local regulations, and their backgrounds
Complaint handling
  • Handle customer complaints in a timely manner by engaging with stakeholders;
  • Use lessons learnt from complaints to improve the processes and controls; and
  • Report to management customer complaint volume on a timely basis.
Business Contingency Plan
  • Carry out Business Impact Analysis to identify any critical business activities of your department;
  • Develop Business Continuity Plan (BCP) to ensure that the critical activities will be continued in the event of a crisis, which results in the unavailability of office premises;
  • Continuously monitor any changes impacting the integrity of the BCP, and update it where necessary;
  • Raise the awareness of all staff members at Collections and Recoveries the importance of BCP; and
  • Coordinate exercise to validate the BCP resources meet the business requirements.

Our Ideal Candidate
  • 5 years or more of experience in Customer Compliance, Operation Risk, and Customer Experience
  • Excellent in spoken and written English & Chinese
  • Good understanding of Bank's operation process & systems
  • Basic knowledge in MS Office including Word, Excel and Access

Apply now to join the Bank for those with big career ambitions.