Manager, Agency Collection, CPBB

Standard Chartered; Mumbai; On-site; INR 1,500,000 - 2,700,000; Full time

Benefits offered by this job

Retirement savings

Medical & life insurance

Annual leave / Time-off

Flexible working

Wellbeing support

Job summary

Standard Chartered in Mumbai seeks a seasoned collections leader to monitor delinquency, drive recoveries and minimize losses across retail portfolios. The role requires strong negotiation, leadership and legal process oversight, with close collaboration across in-house and external partners.

The ideal candidate has 6–8 years in collections, a proactive mindset, and the ability to design compliant processes aligned with risk controls and regulatory expectations.

Qualifications

• Graduate / post-graduate with 6-8 years of experience in respective product portfolio, preferably as Centre/region in-charge.
• Energetic self-starter with strong leadership and stakeholder management.
• Excellent leadership, analytical and communication skills.
• Strong interpersonal skills and a good team player.
• Negotiation and influencing skills.
• Ability to envisage technological implementations for handling increased business.
• Experience in Monitoring/Controlling Regional Collection Activities / Negotiations with Delinquent cardholders / Agency Monitoring calls.
• Market understanding and Collection Techniques.

Responsibilities

• Monitor and control delinquency rates of the unsecured portfolio and charged-off accounts.
• Ensure successful recoveries to minimize net credit loss.
• Oversee legal measures against delinquent customers and safeguard bank interests.
• Ensure collections processes comply with SLAs and timelines.
• Manage vendors cost-effectively and ensure proper governance.
• Provide feedback to stakeholders to define processes.
• Coordinate with agencies and internal teams for optimal collections.
• Lead, train and supervise in-house and agency collection teams.

Skills

Leadership

Analytical skills

Communication skills

Interpersonal skills

Negotiation skills

Influencing skills

Tech minded / digital enablement

Risk awareness in collections

Market understanding of collections

Tools

None

Job description

Key Responsibilities

• To effectively monitor and control delinquency rates of the unsecured portfolio and Charged-off accounts of retail portfolio
• To ensure successful Recoveries with the objective of minimizing Net Credit Loss.

Business

• To ensure that effective Legal measures are taken against Delinquent Customers to safeguard the interest of the Bank.
• To ensure that Collections processes are compliant and delivered as per the internal service level agreements and agreed timelines.
• Managing and implementing optimum and cost-effective vendors as per requirements.
• Understanding of collection procedures and processes and legal implications and processes of NPA’s

Processes

• To take account of NPAs and design customized solutions and optimize return recoveries.
• Define and implement legal procedures to convert / cure NPAs and minimize losses.
• Interface externally with lawyers, enforcement agencies in order to define and implement these processes.
• Minimizing Bank’s risks by implementing appropriate policies and regulations.
• To provide feedback to senior internal and external stakeholders in order to define processes.
• Monitor and control Delinquency and Credit losses for Retail Products
• Negotiate & collect over dues from customers where required
• Ensure charge-offs are minimized and recoveries are effected on Charged-off Accounts
• Exercise adequate control over in-house team at bank and external agencies in terms of:
• Capacity Planning
• Recruitment and Training
• Productivity
• Resolution
• Account Coverage
• Cost of collection

Other Responsibilities

• Agency performance in terms of resolution - both front-end and net resolution
• Ensure proper documentation of Collection related activities and accurate CACS / CAMS update
• Timely assignment of Collection cases to Agencies and / or In-house field collectors
• Conduct periodic audits of Collection Agencies and Legal Vendors
• Follow all related procedures/documentation
• Ensure legal recourse and follow up on delinquent accounts where applicable so as to minimize losses
• Assist Fraud Risk Management team in investigation
• Liaison with Legal/Law Enforcing Authorities for speedy recovery process
• Negotiate with seriously delinquent account holders and obtain repayments to minimize losses
• Timely closure of customer escalations and proactive reporting of trends noted
• Ability to relate to Product policies & possess credit appraisal perspective
• Ensure proper documentation of Collection related activities and updating of CACS (Computer Assisted Collection System)
• Ensure updating of database for accountholder's change of contact details
• Follow all ISO related procedures/documentation wherever applicable

People & Talent

• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people, with succession planning for critical roles.
• Responsibility to review team structure/capacity plans.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives
• Supervise and develop direct reports in a manner to enable them take on higher responsibilities.

Risk Management

• Monitor all major risk issues and concentrations. Where appropriate, direct remedial action and/or ensure adequate reporting to Risk Committees

Governance

• Promote an environment where compliance with internal control functions and the external regulatory framework is a central priority of the business
• Ensure full awareness of all the policies and procedures issued in relation to money laundering prevention. He / she must ensure compliance with these policies and procedures on an ongoing basis.
• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

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, elevate, mitigate and resolve risk, conduct and compliance matters.

External

• Auditors: For Audit and Reviews
• Regulators: Inspection and Regulatory requirements
• Suppliers / Vendors: For New vendor and product / system assessment
• DRT
• Chief Metropolitan Magistrate
• District Magistrate
• Local Police Station of Possession / Enforcement Agency
• External Counsel
• Judicial Authorities

Skills and Experience

Qualifications

• Graduate / post-graduate with 6-8 years of experience in respective product portfolio with a minimum of 6 years of relevant experience as Centre/ region in-charge. Exposure to Collections and other line function desirable.
• An initiator with very high level of energy.
• Excellent leadership, analytical and communication skills
• Strong interpersonal skills and a good team player
• Negotiation and influencing skills
• Ability to envisage technological implementations for handling increased business
• Experience in Monitoring/Controlling Regional Collection Activities / Negotiations with Delinquent cardholders / Agency Monitoring calls for expert knowledge of Delinquency Trends and agency management in various products.
• Market understanding and Collection Techniques.

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 thingand 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-offincluding 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 workingoptions based around home and office locations, with flexible working patterns.
• Proactive wellbeing supportthrough 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 cultureto 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.