Manager Specialized Collection

Job ID: 29921

Location: Singapore, SG

Area of interest: Operations

Job type: Regular Employee

Work style: Office Working

Opening date: 3 Jun 2025

**JOB SUMMARY**
- Delivering and achieving assigned targets for ECA, DMP and BIL. Ensure timely assignment of accounts for ECA and Field Visit. Manage the day to day operations of the processes. Providing training for the team including ECA. Ensure processes adhered to the governance and compliance requirements. Provide timely escalation when required.**RESPONSIBILITIES**
- Ensure effective utilization of resources with an objective of minimizing credit losses and managing cost
- Contribute and support productivity initiatives to achieve expense stretch.
- Provide continual support to better management of existing clients through process simplifications and new initiatives.
- Support digitalization by the optimal use of collections / digital tools to improvise support function.
- Deliver on financial goals - Gross Charge Off, Recoveries, Delinquency rates and cost.
- Field Collections
- Liaise with PMF team and respective Collections assignment of accounts for Field Visit
- Ensure accounts allocated are allocated to Field Collections Officers weekly.
- Effectively managing and ensuring normal field visits, skip visits and BIL visit are performed timely
- Ensure timely submission of field visit reports and summary tracker from respective Field Collections Officer.
- Ensure all field findings are updated to system within the TAT.
- Ensure Field Collections Officers meet their KPI of daily visits.
- Ensure proper management of Auto Loan accounts past 30DPD to maximize recovery and minimize write off.
- Effectively oversee accounts to be put up for Repossession.
- Oversee the inventory of repossessed vehicles.
- Ensure Remarketing process are managed in proper and clear manner.
- Review on settlements and waivers.
- Manage customers’ complaints relating to repossession and remarketing within TAT.
- Ensure proper management of post-charged Off accounts for DMP and BIL.
- Effectively managing both DMP and BIL portfolio so as to maximize net recovery.
- Ensure all accounts are worked on in a timely manner.
- Review on manual DMP computations.
- Review on legal actions, settlements and waivers.
- Assignments of accounts including retention and recall of accounts
- Accounts’ matters under agency
- Approval and recommendation for settlements
- Training
- IT matters & support / access reviews
- New staff review
- Complaint review
- Process review
- Scheduled meetings/visits with agency
- Management of call recordings
- Bills & commission payout reconciliation
- Escalation of incidents/breaches
- Assisting in driving up productivity and efficiency through process improvement and staff skills set upgrade.
- Coach and guide the team.
- Review scorecard and payout.
- Perform PIP for under-performers.
- Minimize credit losses, maximize recoveries.
- Manage risks of running a collections organization relating to conduct, ICS, safety and security, internal and external fraud, data privacy, record management and data privacy
- Resolution of complaints from clients and MAS.
- Making optimal use of all collection tools and using analytics and data segmentation to enhance collection efficiency.
- To ensure that all collections activities 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.
- Liaise with Collection & MIS Hub where appropriate to maximise benefits of centralisation.
- Uphold customer engagement and conduct principles of during customers interactions.

**Skills & Experience**
- 8+ years of experience in Recoveries/Collections with 3+ years’ experience in the below mentioned skills & experience
- Team/People Management
- Experience in the following:

- Recoveries/Collections
- Field Collections
- Auto Repossession and Remarketing
- Recovery DMP and Recovery GIL/BIL
- External Collections Agencies Managemen

**Qualifications**
- Education - relevant degree qualification preferred

**About Standard Chartered**
- We're an international bank, nimble enough to act, big enough for impact. For more than 170 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, challeng