Collections Agency Manager at

4 weeks ago

Nairobi, Nairobi Area, Kenya Standard Chartered Bank Kenya Full time

Standard Chartered Kenya, whose official name is Standard Chartered Bank Kenya Limited, but is sometimes referred to as Stanchart Kenya, is a commercial bank in Kenya.

Job Summary

Effectively reviewing outsourced accounts of Wealth and Retail Banking retail portfolio, to ensure successful Collections & Recoveries with the objective of minimizing Net Credit Loss

Ensuring that effective management of external agencies and regular audits are conducted to ensure adherence to group guidelines and effective recovery tools.

Complying with Country Agency Management guidelines

Key Responsibilities

Ensuring agency documentation i.e. agency staff productivity, MIS reports, target & allocation letters are completed as per given guidelines.
Timely allocation and reconciliation; Target setting and performance dashboard for respective agencies
Adequate & intense coverage of the portfolio; Strategic allocation to callers and executives
Provide additional information on accounts based on queries
Initiate legal action where appropriate; Case filling & release within TAT
Comply with group policy requirements and audit; Track and reconcile recovery suspense account
Scrutinize and maintain TAT on all vendor payments; Maintain and file all agency documents
Retrieve documents and ensure safe keeping
Talk to customers and negotiate settlements
Initiate settlements and approvals for agencies without errors; Track settlements and payments daily
Build pipeline for consecutive months.
Issuance of clearance letter to customers post settlement honored.
Provide details to call back process teams before timeline.
Document meetings held at agencies/ Conference calls.
Discipline and maintain office decorum

Business

Provide regular analytics for business for the purpose of ensuring right strategies are adopted

Processes

Proper management of account receivables, by minimizing loses.
Assurance that appropriate and effective debt collection actions are being taken against high default customers effectively.

People & Talent

Talent development and management to maintain a robust inventory of high potential resources for succession planning & /or key positions in the Collection Unit.

Risk Management

Continuously share and provide a forward looking view of the risks that may materialise

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.

Lead to achieve the outcomes set out in the Bank's

Conduct Principles:
[Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)

Key stakeholders

Collections & recoveries Agencies, policy, credit initiation, Fraud Risk Management Unit, operations, branches and Legal & Compliance and Wealth and Retail Banking business.

Requirements
Skills and Experience

Spot Opportunities and build Resilience
Take Lead and achieve Results

Qualifications

Background in Analytics with a minimum 3 years of experience in related Collection & Recovery Managerial role in charge of an agency.

Exposure to other line function desirable. Experience should include people management.
Excellent leadership, analytical and communication skills; Strong interpersonal skills and a good team player
Negotiation and influencing skills
Experience in Monitoring/Controlling Collection Activities/Negotiations with Delinquent cardholders / Agency Monitoring calls for expert knowledge of Credit Card Delinquency Trends, Market understanding and Collection Techniques

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