Manager, Tele Collections, CPBB

Manager, Tele Collections, CPBB

Standard Chartered
6-8 years
Not Specified

Job Description

Role Responsibilities

  • To effectively monitor and control the delinquent and charged-off portfolio against respective product(s) to control flows / maximize recovery

  • To manage an external tele-calling team to deliver on productivity standards


  • Monitor and control Delinquency and Credit Losses for retail products and flow rates

  • Maintain Caller Productivity Standards & ensure effective tele-calling to restrict the net flows

  • Ability to relate to Product policies & possess credit appraisal perspective

  • Targeted coverage of all pre-delinquent and delinquent accounts

  • Manage performance of Outsourced Calling Agency

  • Manage team capacity planning and rostering

  • Ensure update of database for account holder change of address, telephone nos. and other appropriate information relevant to collection follow-up

  • Ensure legal recourse and follow up on delinquent accounts where applicable

  • Manage receivables of cycle-wise/ month-end out-standings and flow rates

  • Review of accounts to &lsquohotlist potential delinquent accounts in timely manner

  • Ensure targeted account coverage & bucket rate cycle resolution

  • Daily review of Tele-calling officers at account level and monthly review of 2 calls per officer

  • Handle escalated / difficult customer calls which the team member is not able to handle. Manage complaints with TAT

  • Daily Reporting to manager on portfolio status and catch up plan (if required, with implementation details) across Tele-calling officers.

  • Increased Customer satisfaction through timely customer complaint redressal

  • Minimize loss by minimizing reversal on finance charges

  • Ensure complete collection follow-up trails on CACS / CAMS


  • Ensure timely training for the team on Code of Conduct, annual refreshers, product & performance coaching

  • Knowledge of Product

  • Follow all Collection related procedures/documentation wherever applicable

People and Talent

  • Build a transparent and collaborative culture.

  • To work in partnership with stakeholders.

  • Exercise adequate control over Calling Agencies and Channel partners in terms of:

  • Capacity: Ensure capacity is managed in accordance with defined standards maintaining an active training and learning collections environment to ensure excellence in Collections Management.

  • Ensure callers are managed in a manner to effectively build productivity

Risk Management

  • Monitor all major risk issues and concentrations. Where appropriate, direct remedial action and/or ensure adequate reporting to Risk Committees


  • Promote an environment where compliance with internal control functions and the external regulatory framework is a central priority of the business

  • Ensure full awareness of all the policies and procedures issued in relation to money laundering prevention. He / she must ensure compliance with these policies and procedures on an ongoing basis.

  • Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

Regulatory & Business Conduct

  • Display exemplary conduct and live by the Group&rsquos 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.

  • Leadto achieve the outcomes set out in the Bank&rsquos Conduct Principles

  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

  • Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association

Key Stakeholders
GTO and CACS team: For System design and user requirements, implementation, enhancement and reporting requirements

  • Auditors: For Audit and Reviews

  • Regulators: Inspection and Regulatory requirements

  • Suppliers / Vendors: For New vendor and product / system assessment

Other Responsibilities
The Job holder must ensure he/ she is fully aware of all the policies and procedures issued in relation to money laundering prevention. He / she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer and must be responsible for overall awareness, adherence and implementation of the Group AML Standards and Country KYC policies. Establishing a culture and systems and controls to ensure that the businesses operate according to higher standards of regulatory and compliance practices as defined by requirements including local banking laws and anti-money laundering guidelines as part of developing a culture of good compliance
Our Ideal Candidate

  • MBA / CA with 6-8 years of total experience and over 4-6 years of relevant experience

  • Experience in Monitoring / Controlling Regional Collection Activities/Negotiations with Delinquent cardholders / Agency Monitoring

  • Calls for expert knowledge of Delinquency Trends, Market understanding, Collection Techniques and agency management in various products

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we:

  • Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do

  • Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well

  • Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

  • In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

  • Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations

  • Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum

  • Flexible working options based around home and office locations, with flexible working patterns

  • Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills,global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits

  • A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning

  • Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

  • Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website

Job Details

Employment Types:


Standard Chartered plc is a British multinational banking and financial services company headquartered in London, England. It operates a network of more than 1,200 branches and outlets (including subsidiaries, associates and joint ventures) across more than 70 countries and employs around 87,000 people. It is a universal bank with operations in consumer, corporate and institutional banking, and treasury services. Despite its UK base, it does not conduct retail banking in the UK, and around 90% of its profits come from Asia, Africa, and the Middle East.

Job Source :

Similar Jobs

Career Advice to Find Better