Manager, Consumer Collections

Location:

Subang Jaya, MY, 47500

Category: Permanent

Facility: 3086

JOB DESCRIPTION

1.	JOB TITLE	Manager Consumer Collections		GRADE : H
2.	NAME
3.	REPORTING RELATIONSHIPS	JOB TITLE	FOR
3.1	REPORTS DIRECT TO
		Head of Consumer Collections – Unsecured Lending, or NPL Collection Supervisor, whichever applicable as indicated in Connexion reporting line matrix or as instructed in the transition	Approval of Matters provided under AA Direction on Collections Related Matters Approval for Staff Related Matters
3.2	REPORTS INDIRECTLY TO
		Head of Consumer Collections, or Head of Consumer Collections – Unsecured Lending, Collections, whichever applicable as indicated in HRMS reporting line matrix or as instructed in the transition	~ As Above~
3.3	DIRECT REPORTS

		All staff assigned from time to time.	To perform job tasks assigned as described herein in accordance to directions formalize in Collection Manual and work directions given from time to time




3.4	INDIRECT REPORTS	All staff temporarily assigned under “back-up” function formalized.	To assume “Back-up functions of individuals identified
4	JOB PURPOSE	Effectiveness Core Objectives Achieve Bank’s NBD, NPL inventory, delinquency and cost targets Achieve targets formalized through Individual Performance Plan – “IPP” Achieve performance scorecard established, where applicable Manage portfolio assigned by maximizing recoveries and minimizing NBD losses Delivery of any assignment(s) assigned from time to time Audit & Compliance Ensure compliance to Bank Negara Malaysia GP3 guidelines , Fair Debt Practice, Banking & Financial Act and Collections Operation Manual as well as any other job related manuals at all times when discharging duties Management of structural, procedural and strategic management controls to ensure the divisions do not fail internal and external audits Resource Management Manage portfolio assigned in the manner to maximize deliverable, while reducing costs Manage to increase productivity at all times Manage staff performance & morale through various means inclusive of counseling, where deem required Reporting, MIS etc. Ensure timely deliverable of reports, MIS etc. Ensure factual correctness and accuracy of all outward deliverables Regular feedback to business or any related departments on services/ process/ pratices and credit issues in support of the Bank’s activities

5

CONTRIBUTES TO

Reduction of NPL inventory
Recoveries of Specific Provision and Interest In Suspense
Department Cost Saving
Audit Compliance
Internal Process Improvement in Collections

6

KEY RESPONSIBILITIES

Effectiveness

Bucket Collection Function

Ensure optimum coverage of accounts under portfolio assigned
Ensure collectors understand the targets and what is expected of them
Ensure collectors are briefed on their performance
Ensure collectors correctly advise borrowers on amount to pay
Ensure collectors correctly advise borrowers on the repercussions of defaulting
Ensure collectors correctly advise borrowers on availability of options to pay such as below (not limited), where applicable:
Payment Arrangement vide Postdated Cheques;
Debt Rescheduling Program;
Availability of AKPK;
EPF Withdrawal;
Disposal of Collateral Pledged.
Ensure collectors are aware of the Bank’s Skip Tracing Process
Ensure collectors understand bankrupt account handling
Ensure collectors understand deceased account handling
Ensure timely issuance of instruction to discontinue/ withholding legal action
Ensure processes on Full & Final Settlement are complied

Collections Support Functions

Ensure adherence to scale fees established, where applicable
Ensure bills processing TAT are met and improving
Ensure timely and accuracy of outward charges/ bills settlement
Ensure zero “duplicity” of outward charges/ bills payment
Ensure correct tagging of auctioned off accounts statuses such as “Shortfall” & “NPL status”
Ensure accurate and timely charge off shortfall accounts
Ensure all auction proceeds placed in SCMO are promptly and accurately reversed out
Ensure balance auction proceeds due are accurately and timely procured & followed up
Ensure procedures on auction completion extension are complied
Ensure accurate treatment of auction proceeds
Ensure instruction to discharge original security documents are accurately issued
Ensure “Abandoned Projects” accounts are reviewed and managed
Ensure Imperfect Documents under Collections care are followed through to perfection
Ensure timely issuance of Repossession Order
Ensure proper procedures are followed in respect to Auction Price Fixing
Ensure Individual Assessment, where conducted are timely and accurately

6

KEY RESPONSIBILITIES

Auction Sales Functions

Perform visitation to auction premise/ auction property sites
Perform repossessed vehicles inspection
Strategize to reduce Management Sales portfolio
Ensure formalized empanelment processes for realtors/ auctioneers are followed thru.
Ensure review of empanelled auctioneers/ valuers/ realtors for continuing / removal of service
Ensure all MIS submitted in relation to work assigned are prepared timely and accurately
Keeping abreast with properties & vehicles market development at all times

Generic Functions

Ensure timely deliverable and follow thru of actionables promised to borrowers
Ensure operational “fallout” by staffs are counseled and escalated to HR, where established trigger has been breached
Ensure borrowers’ complaints are placed on priority for closure
Ensure system maintenance forms are correctly raised in respect to each situation attended
Ensure business continuity of functions assigned by identify & grooming key successor(s)
Delivery of any assignment(s) assigned from time to time

Audit & Compliance

Ensure speedy closure of audit actionables, within given deadline
Ensure agreed corrective measures are acted on and followed thru
Engage in Collections Process and Practice’ review by providing feedback and recommendation with the view to close operational gaps and minimize operational grey areas, if any
Contribute to the Collections Manual, by actively participating in the updating of the same

Resource Management

Review and manage assigned staff’s performance to ensure optimum productivity at all times
Coach and train assigned staffs for optimum performance delivery
Ensure operational “fallout” are analyze and needful counseling performed
Participate in staffs’ engagement program established from time to time
Participate formally as a “Trainer” for any in-house collections training established
Contribute formally to training materials, where necessary to enhance overall Collections’ knowledge base
Ensure claims for Overtime, where applicable are justified
Ensure Staff reimbursement claims are adequately justified

OTHER DUTIES

Adhoc reporting and other duties assigned by the Management from time to time.

7.0

KEY RELATIONS

(INTERNAL & EXTERNAL)

Working Relations Regular Contacts

Internal

Staff of Collections
Staff of Contact Centre
Branch staff
IS staff
Staff of Credit Operations (CAH)
Internal Auditors

Purpose of Contact

For uniform collection strategies and procedures
For feedback and resolving customer issues
Credit information and feedback on collections
To clarify and resolve customer issues for mutual interest
To provide feedback on the existing delinquent portfolio
To provide relevant information/data relating to legal proceedings for successful completion of audit exercise

External

Panel Solicitors
Panel Valuers
Panel Real Estate Agents
Land Office Staff
Court Staff
Panel Auctioneers
System Administrators
Successful Bidder
MRTA Insurer

Formally appointed external parties by borrower(s)/ Power of Attorney

External solicitor
3rd party

Formally appointed by Court Order

Next of Kin for deceased borrowers

Based Case on Case Written Consent Obtained:

Internal Auditors

External Auditors
BNM Official