Senior Collection Manager

OCBC Bank (Hong Kong) Limited; Hong Kong Island; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

OCBC Bank (Hong Kong) Limited is seeking an experienced collections professional to manage a portfolio of delinquent accounts. You will work closely with customers to understand their financial situations and develop personalized payment plans that help them regain financial stability.

In this leadership role, you will analyze customer data, collaborate with credit and risk teams, and ensure compliant, effective collections strategies in a fast-paced banking environment.

Qualifications

• Minimum 10 years of team leadership experience in debt recovery.
• Experience with secured and unsecured consumer products.
• Knowledge of legal litigation and regulatory compliance for banks.
• Strong communication and negotiation skills.
• Analytical, problem-solving, empathetic and customer-focused.

Responsibilities

• Manage a portfolio of delinquent accounts and develop personalized payment plans.
• Negotiate payment arrangements and provide ongoing support.
• Analyze customer data to identify trends and improve outcomes.
• Collaborate with internal stakeholders including credit risk and sales to ensure cohesive approach.
• Stay updated on regulatory requirements to ensure compliant collections processes.

Skills

Communication skills

Negotiation skills

Analytical skills

Problem-solving

Empathetic & customer-focused

Time management

Education

Degree in Risk Management / Banking / Finance / Business Administration

Job description

How you succeed
To succeed in this role, you'll need to take a customer-centric approach, understanding the unique needs and circumstances of each customer. You'll work closely with them to identify solutions, negotiate payment plans, and provide ongoing support to help them achieve financial stability. Your goal is to find mutually beneficial solutions that meet the customer's needs while also minimizing risk for the bank.
What you will be doing:

Manage a portfolio of delinquent accounts, working closely with customers to understand their financial situation and develop personalized plans to help them overcome their challenges

Negotiate payment plans and provide ongoing support to help customers achieve financial stability

Analyze customer data to identify trends and patterns, and develop strategies to improve collections outcomes

Collaborate with internal stakeholders, such as credit risk and sales teams, to ensure a cohesive approach to customer management

Stay up-to-date with industry trends and regulatory requirements, applying this knowledge to improve collections processes and outcomes

What are we looking for:

A degree holder in Risk Management. Banking, Account, Finance, Business Administration or related discipline

Minimum 10 years of relevant experience as team leader role on debt recovery operation of various Secured and Unsecured Consumer products.

Knowledgeable in legal litigation procedures and regulatory Compliance requirements for banks

Strong communication and negotiation skills, with the ability to work effectively with customers and internal stakeholders

Analytical and problem-solving skills, with the ability to analyze complex data and develop creative solutions

Empathetic and customer-focused, with a passion for helping others

Ability to work in a fast-paced environment, prioritizing multiple tasks and meeting deadlines