Unit Head, NPL & Recovery

at  OCBC Bank

Unit Head, NPL & Recovery - (240000VX)
Job Summary:
Manage, strategize, and lead teams to deliver the budgeted plan, maximise recovery for bad debt unsecured portfolio.
Oversee portfolio and performances of external debt collection agencies.
Analyze performance trends and manage KPI’s for Delinquency, NPL & Recovery results.
Manage customer complaints received via BNM and Customer Advocacy/Branches.
Duties and Responsibilities:

Financial

• Maximise Bad Debt Recovery: For written off accounts (above 180 days past due) for Unsecured, including Secured shortfall accounts.
• Lead and manage a team of recovery and debt collection professionals (internal & collection agencies) providing guidance, training, and support to achieve departmental goals and targets.
• Develop and implement strategies for effective debt recovery and collection activities, ensuring compliance with relevant laws and regulations.
• Monitor and manage the debt portfolio, including analysing delinquent accounts, identifying high-risk cases, and implementing appropriate recovery strategies.
• Review regular reports on debt recovery activities, including tracking progress, analysing trends, and providing recommendations for improvement.

Compliance

• Submission of CSA(Control Self-Assessment) and other relevant reports within due date.
• Ensure compliance with legal and regulatory requirements in debt recovery activities, including understanding and adhering to relevant laws, regulations, and industry best practices.
• Managing customer’s and regulatory complaints within the stipulated time-period

Processes

• Effective use of Debt Manager System to manage written off accounts with account segmentation, queuing, collections activity updates and timely follow up.
• Continuously review and enhance debt recovery processes, procedures, and systems to optimize efficiency and effectiveness.
• Review Collection statistics and implement strategies to prevent flow through of accounts, control delinquencies, maximise bad debt recovery and minimise specific provisions.
• Assess the creditworthiness of debtors and evaluate the potential risks associated with different recovery strategies.
• Monitor and evaluate the performance of the recovery and debt collection team, providing feedback, conducting performance reviews, and implementing performance improvement plans when necessary.
• Manage staff resources and ensure smooth operations of the teams with Supervisors
• Monitor/engage in negotiations with debtors to establish repayment plans, settlements, or other arrangements to recover outstanding debts.
• Handle customer inquiries, complaints, and disputes related to debt recovery, ensuring a high level of professionalism and customer satisfaction. (including walk in’s)

Human Capital

• Build and maintain relationships with external stakeholders, such as lawyers, collection agencies or AKPK to support debt recovery efforts.
• Develop staff to a higher level of performance through coaching; appraisals and training
• Plan for continuity and succession of jobs by recognising and developing staff potential through assignments and leadership roles.
• Active staff engagement through two-way communication and focus group feedback
• Take on ad hoc projects and/or special tasks assigned by Head, CFS Collection and Strategy and Head of Department (HOD)
• Back up other colleagues during their absence to ensure no lapses in key processes.

Qualifications
Skill Sets / Attributes:
Practical knowledge on litigation process and understanding of regulatory requirements.
Accountability in meeting goals and delivering results.
Strong in process and workflow management for higher efficiency with decision making ability.
Resilient in facing challenges and setbacks with ability to remain positive, maintain composure under pressure, and motivate teams to overcome obstacles.
Adaptable and embrace change including digitization. Open to new ideas, flexible in approach, and can navigate through uncertainty and ambiguity.
Strong communication skills to convey expectations, and ideas effectively with good listening skills, providing feedback, and fostering open and transparent communication within teams.
Experience & Qualifications
Minimum 5 years of banking working experience.
Experience in managing Collections and Recovery processes, systems and understanding of unsecured products.
Leadership experience in guiding, inspiring, and influencing others.
Proficient in English and good writing skills.
Good knowledge of Microsoft Words, Excel, and PowerPoint.
Primary Location: Malaysia
Job: Risk Management
Organization: MAL RiskMgt - Collection
Schedule: Permanent
Job Posting: 26-Jun-2024, 4:32:06 A

Please refer the Job description for details