Ensure that unit is audit compliant and is adhering to laid down processes when performing the defined roles and responsibilities
Ensure appropriate controls are in place and followed so as to minimize risk to the bank
Effective management of the process of handling escalations against the unit
Ensure high levels of engagement, motivation and training standards are maintained for the unit]
RESPONSIBILITIES
Business
To ensure that all collection activities
Are carried out in compliance with the bank policies / standards, and with due recognition of the regulatory guidelines within the country and all relevant risk type framework.
Uphold the principles of Treating Customers Fairly (TCF) during customer interaction.
Maintain the highest standards of vendor governance
Processes
Ensure adequate and relevant collection processes are in place & used in line with the portfolio requirements
Ensure that all collection activities are carried out in compliance with the agreed standards and with due recognition of the regulatory guidelines within the country and the overall OR framework.
Ensure smooth implementation of Operational Risk processes, procedures and policies
Ensure that the unit is compliant with respect to Audit Requirements.
Incorporate Audit findings to streamline processes
Conduct Gap Analysis against new process/ policy rollouts as per requirement
Exercise adequate control over external agencies in terms of Adherence to Regulatory Checks and Clearance
Manage Call Monitoring for external agencies and Inhouse team
Conduct audit checks at regular intervals on internal teams as well as external vendors
Manage external audit agency and checklists to be used for audits by internal as well as external teams
Ensure a state of readiness for checks with respect to audit, CST submission etc.
Ensure timely submission of data related to CST checks. Open exceptions to be reviewed and action points agreed with stakeholders & tracked to closure.
Conduct checks surrounding Key Control Self Assessments as per country, audit, Group and regulatory expectations
Generate timely reports & presentation decks to support reviews as and when warranted.
Review and monitor all reports shared for the unit with Country Risk, Business and Group.
Ensure service standards as applicable to collections processes are met or improved on.
Assist in tracking of losses against the unit
Handle projects as and when assigned.
Monitor & manage escalations received across all channels
Ensure escalations are closed within the stipulated timelines
Perform root-cause analysis for all escalations and highlight to senior stakeholders for trends and focus areas with an aim to reduce the number of complaints (manage complaints reduction across all products in collections)
Ensure timely submission / reporting of data
Facilitate resolution of complaints received from all channels within specified TAT
Validate requests received from all channels, support & forward for approvals to respective approvers
Identify, develop, and continuously improve processes to ensure overall efficiency in processes and thereby reduce complaints
Develop and ensure coordination of timely and effective training to all collection personnel with respect to existing and new products / initiatives / processes.
Design and rollout annual training program and track status against the same
Design and implementation of team engagement programs such as stress busters etc.
Assist in the development of new training kit for any new policy/ process/ product launch
Obtain feedback against conducted training programs and incorporate the same into the training modules as applicable.
Assessing training effectiveness and knowledge levels by obtaining feedback through training assessments, quiz, tests etc
Ensure coordination of timely and effective training to all collection personnel with respect to existing products,
Ensure processes are in place for measuring and monitoring the program effectiveness
Ensure that the training is compliant with respect to Audit Requirements / Group Training Governance guidelines.
People & Talent
Maintain an active training and learning collections environment to ensure excellence in Collections Management.
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.
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.
Risk Management
Monitor all major risk issues and concentrations. Where appropriate, direct remedial action and/or ensure adequate reporting to Risk Committees
