Collections Strategy and Governance Manager at Standard Chartered Bank

RESPONSIBILITIES

• Performance monitoring and system support
•  Call monitoring
• Collections Training
• Complaint Management
• Process & ORF Governance
• Contact Management
• Quality Assurance checks (deceased accounts/ settlements/ DRP/ Legal update)
• Operational risk management and Compliance initiatives
• System Implementation, enhancement and training requirements
• Scorecard implementation and Computation
• To undertake periodic self-assessment on key controls and to assess the proper functioning and adequacy of existing controls
• Assist in coordinating, facilitating and promoting understanding of product & process and in implementation and management of the same within the unit
• Ensure New Joiner attend Induction as per the timelines prescribed in the Collections Process Standards
• Call Evaluation - Ensure the team meets the Call Quality Score Standard
• Provide timely, regular coaching and feedbacks to all collectors
• Sample checks on emails sent to Clients - provide Email Error Report
• Timely escalation of any issues, follow up until closure
• Adherence to Bank policies and -ORF requirements
• Prepare Quality reports
• Prepare Fair accountability Tracker for the unit
• Prepare Process notes for the team

Strategy

• Ensure TAT is adhered as per pre-agreed SLA for Call Observations, Coaching, Calibrations and Call Playback sessions
• Operational Risk Management and Compliance initiatives
• Treating Customers Fairly

Business

• Contribute to the Business’s growth by cooperating reasonably within acceptable Control and Governance realms

Processes

• Ensure Country Process notes are up to date and there are no gaps
• Review Audit Socialization reports and ensure adherence where there are gaps
• Responsible for CST checks submissions

People & Talent

• Plan and conduct Collections related training for the Unit to improve the quality of work.
• Ensure New Joiner attend Induction within the timeframes prescribed in the CPS
• Call Evaluation - Ensure the team meets the Call Quality Score Standard
• Scorecard and target setting management

Risk Management

• Operational Risk management and Compliance initiatives
• Maintain an eagle-eyed approach to the identification of risks
• Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them
• The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures
• Remain alert to the risk of money laundering and assist in the Bank efforts in combating it by adhering to the key principles in relation to: Identifying your client, knowing your client, reporting suspicions, safeguarding records and not disclosing suspicions to clients.  Ensure your staff are trained in combating money laundering
• Minimization of credit losses
• Ensure confidentiality and appropriate handling of client documents.

Governance

• Follow the guidelines around how we do our business e.g. around approving authorities
• Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner. 

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 to achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Country Head, Collections & Recoveries Nigeria
• Country Credit Head (CCH)
• CPBB Products Team
• Members of the CPBB MT
• Client Experience, Nigeria
• Lending Operations
• CA & A Manager
• Legal and Compliance
• Customer Service/Complaints Handling Team
• Finance and HR
• Operations, IT, Policy, Credit Initiation, Collection Team Leaders, Officers Tele collections,
• External Vendors
• Branches
• Employee Banking and Business Banking

Our Ideal Candidate

• Bachelors Degree

Role Specific Technical Competencies

• Probing skills
• Organizational abilities
• Good coordination around documentation
• Planning and task coordination abilities