Manager, Agency Management

  • Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Standard Chartered Bank Malaysia Berhad
  • 20 Jan 18 2018-01-20

Manager, Agency Management

Leading the way in International Banking. We support the people and companies driving investment, trade and wealth creation across Asia, Africa and the Middle East. And our heritage and values are expressed in our brand promise - here for good. See our Brand and Values

We are currently looking for Manager, Agency Management, t o execute recovery strategies utilizing third party agency services, and manage the day to day operations of the Agency Management team to meet daily, weekly and monthly recovery goals through maximization of productivity and effectiveness of the operations and supervision of agents.

Strategy and Policy:

    To have an adequate and relevant recovery strategy commensurate with the size and risk of the portfolio. Ensure all Recovery & Agency 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 and ensure proper execution of the defined strategies in maximizing the productivity and effectiveness of technology and internal staff &/or third party agents to meet recovery & Collections goals. To adhere and comply with Bank Negara Guideline, Global Credit Standard, Credit Policy Manual and Syariah (Islamic Law) compliant.
Process & Operations: To manage/monitor & ensure recovery target is achieved.
    To ensure effective utilization of agencies' resources with objectives of maximising recovery and managing costs. Responsible for timely communication of recovery strategies and timely assignment &/or re-assignment of recovery accounts to agencies Ensure full coverage of all recovery accounts assigned to agencies Responsible for communicating and sharing team's previous day/week/month performances in daily/monthly briefings with agency and supervisors Responsible for setting monthly agencies performance target. Responsible for earliest escalation of any potentially significant variances to targets to the Senior Manager, Recovery, Agency & Field Management Responsible for providing feedback on prevailing trends and customer interactions to the Senior Manager, Recovery, Agency & Field Management Responsible for complaints handling and resolution Responsible for timely recruitment of agencies resources, where so driven by the capacity plans & forecasts, to ensure that the agencies are adequately resourced at all times to enable effective execution of recovery strategies Accountable for closing all Policy &/or Process Standard gaps within agreed timelines Responsible for conducting periodic surprise agency audits, in conjunction with the Collections QA team, to confirm the quality and standards of agencies contracted Ensure that control issues &/or gaps arising from Internal Audits, Business Risk Reviews, peer reviews, third party agency audits, regulatory reviews, and Collections QA reviews are actioned and closed within the stipulated timelines Accountable for submitting updates of system access requirements to the System Administration team Review and ensure that daily, weekly & monthly (as applicable) MIS, scorecards, capacity plans and KPIs are accurate and prepared in a timely manner to facilitate performance management of agencies. Ensure proper due diligence and periodic updates are conducted on external parties earmarked for accreditation to providing related services for recovery collections servicesResponsible for understanding system parameter settings and confirming the accuracy of those settings Improve and streamline agency/recovery processes to achieve business goals, c ollections effectiveness, collector productivity and management controls by constantly reviewing, developing and providing support for agencies/recovery activities to ensure high operations integrity and efficiency. To manage and ensure all processes and procedures are in place to support recovery efforts and process changes are updated accordingly in the manual work procedures.
    Champion continuous process improvements, optimize collections tools, upgrade collection skills and techniques to maximize agencies recovery and cost efficiencies.

Operating Model:
    To ensure that all recoveries and agencies 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. To ensure uphold the principles of Treating Customers Fairly (TCF) during customer interaction. Accountable for compliance with operational risk, against money laundering guidelines, reputational risk, Treating Customer Fairly policy, and local regulations on recovery activities, including but not limited to customer data privacy, physical contact and use of third party agency guidelines. To maintain the highest standards of vendor governance. Accountable for Recovery and Agency team compliance to the Group Code of Conduct, and Collectors Code of Conduct & Third party Agent Code of Conduct
Tools and Technology:
    Ensure continuous process improvements, up skill collections techniques, optimize collections systems and conduct periodic agencies reviews and maximise cost efficiencies. Making optimal use of all collections tools and using analytical and data segmentation to enhance recovery efficiency.

People and Skills:
    Oversee day to day capacity planning, forecasting & dynamic allocation of resources, in accordance with Group Collection Standards, to ensure that adequate recovery resources are in place to execute recovery strategies, and deliver daily, weekly & monthly recovery goals Encourage and promote an active training and learning environment to facilitate excellence in recovery performance, through coaching of supervisors in agency operations performance management skills, and monitoring, measuring and motivating agency management & agents Responsible to provide verbal and written coaching; counseling and feedback using appropriate quality monitoring guidelines check-lists; and performance management must be clearly understood.

Proposition 1 - A diverse culture
We are committed to building a culture that fosters a diverse and inclusive environment that's free from bias, where everyone can realise their full potential and make a positive contribution. This is just one of our values that is expressed in our brand promise - here for good. Apply Now...

Proposition 2 - Rewarding good performance
To us, good performance is about much more than turning a profit. It's about showing how you embody our core values and mantra - here for good. And if you perform well consistently, we'll give you the rewards you deserve. Are you looking for a career that can expand your horizons? We have one..

Proposition 3 - Career development
If you're a bright mind with big ambitions, we'll actively encourage you to fulfil your potential. Thanks to our rich and varied international footprint, we can offer exciting opportunities working across different countries and cultures. Apply Now and take the next step in fulfilling your potential.