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Head Collections

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Job Description and Qualification:

Overall Function:
- Responsible for designing and embedding collections processes for both unsecured and secured retail credit product portfolios including personal loans, credit cards and/or mortgages.  Working as part of the Operations Leadership team, this role is an active contributor to establishing and delivering on the agreed vision and strategy of the function and the bank.
- Set the strategic direction of Collections for Retail banking
- Utilize processes, systems, data analytics and people to effectively and efficiently manage the bank’s arrears to within acceptable levels and proactively manage the various portfolios to reduce losses
- Drive a culture of continuous improvement and innovation to improve service, reduce costs and manage risk within appetite
- Work cross-functionally across the organization with other senior leaders to drive change and improvement and support the Collections strategy
- Ensure Collections activities not only comply but also deliver differentiating experiences in the areas of Hardship and in dealing with vulnerable customers
- Create and maintain a high performance and risk aware culture within the team
- Manage Collections end to end KPIs, SLAs and Collections Dashboard Reports
- Over-all in charge of administering collections requirements of Retail Operations into epics or well-defined user stories, prioritization of epics, monitoring and follow-through of Ops features and tasks until implementation

Key Responsibilities:

1. Designing/enhancing a Collections framework to reduce losses and minimize arrears effectively and efficiency.  
- Enhance the Collections framework to utilize available systems, tools and resources to effectively manage customer arrears and to reduce losses.
- Systems: Review existing systems to ensure use is maximized. Review alternative systems to develop a roadmap for implementation which is substantiated with business cases for investment.
- People: Develop a resourcing approach to ensure that Collections can support the Banks service expectations through forecasting, identifying suitable options for resourcing and then executing.
- Data: Effectively use and implement data analytics to proactively identify and segment customers at risk and design solutions to reduce the volume of arrears and delinquencies across all portfolios.
- Process: Review current processes and enhance where required to deliver on three objectives being improved productivity, enhanced quality and ensure operations are within risk appetite.

2. Enhancing the customer experience during times of financial difficultly
- Ensure the team delivers industry leading customer service across all processes
- Ensure relevant and measurable targets are in place and monitor, identify improvements and act
- Benchmark against industry leaders
- Stay abreast of industry trends and stakeholder requirements (internal & external)

3. Managing relationships with stakeholders
- Build effective working relationships with key stakeholders including local Credit Risk, Global Process Lead for Collections
- Work with key third party partners and ensure partnerships are delivering to required expectations through measuring, monitoring and holding partners accountable
- Identify new and innovative solutions to enhance Collections activities.

4. Credit Risk, Compliance & Non-Financial Risk Management
- Work effectively with all areas of Risk Management to ensure risk is managed at an appropriate level and within agreed criteria
- Ensure processes are designed with risk appetite
- Embed a risk culture across Collections
- Compliance with regulations and industry standards
- Processes in place and are effectively monitored to identify increases in level of risk


PHP 2 M – 2.9M