Head, Collections and Recoveries, Retail Clients
Standard Chartered
Taipei, Taiwan,

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.

The Role Responsibilities Strategy

  • To have an adequate and relevant collection strategy commensurate with the size and risk of the portfolio.
  • Ensure all collections policies and procedures comply with Group Policies and Standards. Assure proper and updated documentation of all in-
  • country policies and procedures are maintained at all times.

  • Communicate, on a regular basis, to counterparts in Credit Risk functions & business streams, on market intelligence & / or significant shifts in customer / segment behavioural patterns, to facilitate timely revisions to policies, procedures and business strategies, as appropriate.
  • To adhere and comply with Bank Negara Guideline, Global Credit Standard, Credit Policy Manual
  • Business

  • Lead team to meet country LI & cost budgets. Work with team members to meet operational key performance indicators, improve efficiency, minimise complaints & improve overall performance.
  • Implement Group / Regional Collection & Recovery agenda and specific initiatives to support the agenda. The agenda would cover areas of strategy, standardisation and automation, channel optimisation, productivity, people & controls.
  • Effectively manage TW collection centre where applicable to deliver on performance and ensuring governance to policies & regulations.
  • Establish necessary governance & review meetings with participation from key stakeholders & cover key matters of strategic importance.
  • Support ongoing interaction with credit policy & provide timely feedback in order that risks across business lines can be mitigated.
  • Work with product teams to facilitate introduction of new products providing collection support.
  • Develop & support testing to optimise collection channels & maximise dollars collected.
  • Lead team to support for collections & recovery target setting, LI budgeting & forecasting.
  • Establish an operating rhythm for monitoring performance review.
  • Implement specific projects to improve recovery & productivity.
  • Processes

  • To ensure effective utilization of resource with objectives of minimizing credit losses, maximizing recovery and managing costs.
  • Accountable for satisfactory closure of issues / gaps arising from internal Audits, Business Risk Reviews, Peer reviews, Third party agency audits and regulatory reviews.
  • Review and ensure adequate and accurate collections performance & cost MIS and KPIs are in place and prepared in a timely manner, to facilitate performance management of Collections Department.
  • Responsible for preparing & presenting the annual budget of the Collections Department to the CCH, Retail Clients, Taiwan and Group Collections.
  • Manage all costs within budget and forecasts, understand costs drivers, trend & seasonality, and monthly budget / actual / forecast variances.
  • Accountable for accuracy of cost submission to Credit Risk Finance, and Group CB Risk

    People and Talent

  • Maintain an organization structure that is aligned with the Group Collections Standards.
  • Oversee career development plans of key resources; viz direct reports and 2 downs, to assure robust succession planning and adequate bench-
  • strength for key positions.

  • To ensure capacity is managed in accordance with defined standards maintaining an active training and learning collections environment to ensure excellence in Collection Management.
  • Risk Management

  • Management acquisition strategy and portfolio to ensure all risk dynamics are properly addressed and controlled or mitigated through Credit Bulletins and key credit parameters
  • Perform periodic monitoring and analyses of portfolio performance to ensure portfolio stabilization and all risk initiatives performing within risk appetite framework.
  • Act as retail risk control owner under the Group’s Risk Management Framework to identify, assess, monitor, control and mitigate risk as well as awareness and understanding of the key risks facing country to the retail portfolio.
  • Effectively manage the performance of scorecard, RDF and risk related models to ensure the portfolio shape is in line with agreed risk appetite and business strategy.
  • Governance

  • To ensure that all collections activities are carried out in compliance with agreed standards and with due recognition of the regulatory guidelines within the country and the overall OR framework.
  • To ensure uphold the principles of Treating Customers Fairly (TCF) during customer interaction.
  • Account for compliance with operational risk, against money laundering guidelines, reputational risk, Treating Customer Fairly policy, and local regulations on collection activities including but not limited to customer data privacy, physical contact and use of third party agency guidelines.
  • To ensure maintain the highest standard of vendor governance.
  • Responsible for Collections Department & contacted third party agency compliance to the Group Code of Conduct, Collections Code of Conduct & Third Party Agent Code of Conduct
  • Drive effective governance and control functions to achieve and maintain satisfactory audit rating.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  • Regulatory & Business Conduct

  • Display exemplary conduct and live by the Group’s Values and Code of Conduct.
  • Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank.
  • This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.

  • Lead the TW Collections team to achieve the outcomes set out in the Bank’s Conduct Principles : Treating Customer Fairly policy, and local regulations on collection activities including but not limited to customer data privacy, physical contact and use of third party agency guidelines.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  • Key Stakeholders Internal :

  • Head, Credit Initiation
  • Head Credit Quality Assurance & Control
  • Head, Credit Policy & Portfolio Risk, Secured Lending & BC
  • Head, Credit Policy & Portfolio Risk, Unsecured
  • Head of Operational Risk
  • Head of Portfolio Monitoring and Forecasting
  • Country Head, Retail Clients
  • Country Head, Supply Chain Management
  • Head of Retail Operations
  • Human Resources
  • Legal & Compliance
  • External :

  • Counterparts in other Banks on matters or mutual interests
  • External Collection Agencies
  • Auditors & Regulators
  • Other Responsibilities

  • Embed Here for good and Group’s brand and values in TW Collections & Recoveries.
  • Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
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