Job Summary

This role is responsible to provide professional skills in answering customer enquiry and offer solutions to customers for solve misunderstanding. The jobholder is required to handle pre-charges delinquent /charges off problem accounts on daily basis and independently.

Strategy •    Must meet the standard score of Individual teams stipulated in Balance Score Card which were built by their daily productivity and effectiveness. •    Analyse collection history from individual case to monitor progress of successful collection.   •    Provides professional skills in answering customer enquiry and offer solutions to customers for solve misunderstanding. 

Business •    To ensure effective utilization of resources with objectives of pre-charge off account in retail and business banking area. 

Processes •    To ensure effective utilization of resources with objectives of minimizing credit losses, maximizing recovery and managing costs. •    Execute and ensure adequate and accurate collections performance & KPIs are in place and prepared in a timely manner, to facilitate performance management of the Collections Department

People & Talent •    Maintain an organization structure that is aligned with Group Target Operating Model (TOM). •    Oversee career development plans of direct reports.

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

Governance •    To ensure that all collection policies and procedures comply with Group Policies and standards. Assure proper and update documentation of all in-country policies and procedures and maintained at all times. 

Key Responsibilities

• •    To ensure that all collection policies and procedures comply with Group Policies and standards. Assure proper and update documentation of all in-country policies and procedures and maintained at all times. 
• Maintain solid function control in operations and systems, ensuring that the function’s day-to-day activities meet customer needs and comply with Bank, statutory as well as regulatory requirements.
• 保障职能部门运营和系统的隐健, 确保职能部门日常活动满足客户的需求并符合银行自身、法律及监管要求。
• Exercise prudent risk management to minimize credit, operational & reputational risks at the function level (for existing and future risks).
• 通过审慎的风险管理实现职能部门信用、操作和声誉风险(包括已有风险和未来风险)的最小化。
• Enhance the local profile of the Bank through effective relationship building with key external stakeholders (e.g. major customers, municipal government, local regulators etc.) and Corporate Social Responsibility activities in support of the development of the local community.
• 提升银行在当地的形象, 具体形式包括维持与监管机构及相关人士(如主要客户、市政府、当地监管机构等)的良好关系, 通过企业社会责任活动支持当地社区发展。
• Ensure that effective people management is carried out in all areas of the function, including staff motivation, talent development, management succession, staff communication and the creation of a positive working environment in the function. Promote and reinforce appropriate behaviors, conduct and values amongst all staff.
• 确保全方位的有效人员管理, 包括调动员工积极性、人才发展、管理层承诺、员工沟通以及在职能部门创造良好的工作环境。 在所有员工中推广和强化适当的行为、操守和价值观。
• The Function head also needs to discuss key business messages received from corporate channels, determine their applicability at the function level, cascade the information to the relevant staff in the function, and carry out local follow up actions as required.
• 职能部门负责人还需要讨论从公司渠道获取的关键业务信息, 决定其在职能部门的适用性, 将信息传达给职能部门内相关员工, 根据需要在本地采取跟进行动。
• Key items are to be reported in branch governance report timely.
• 关键事项将按时通过分行治理报告上报。 

Skills and Experience

Accountability & Responsibility •    Understand, acknowledge, and comply with the requirements onindividual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies •    理解、认同并遵守本地法律法规以及渣打内部政策中关于个人问责和职责的要求；

•    Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities •    跟上本地问责法律法规的发展，以有效地确保并强化内控；

•    Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank  •    审慎勤勉地履行岗位职责，以个人或团队成员的身份，为避免任何导致银行遭受或可能遭受法律制裁、监管处罚、重大财务损失或声誉负面影响而做出努力；

•    Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections •    对未遵守相关规范和流程、未适当履行职责以及未执行整改措施承担相应责任；

•    Cooperate with any investigations or reviews on regulatory failure such as accountability review      配合任何关于违反监管规定的调查或审查，例如，问责审查。

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

Key stakeholders

•    HK Collection Support Team  •    CCC Teleservices Team  

Qualifications

• Knowledge in Collection Cycle and Bank's operational process &systems    
• Good analytical & negotiating skills    
• Fluent in spoken English and good standard in written English    
• Experience and understanding of use computer systems, especially P/C, Word for Windows and E-mail    
• Good knowledge in all functions of Unsecured/Secured portfolio operations.     
• Thorough understanding of SCB credit and control policies    

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

What we offer

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 leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along 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.