Field Collection Manager (HCM)

To monitor the Delinquency 30+ at Hub & Spoke across South/North/Centre. The job holder will monitor the Field Team through various strategies and tactics applicable, tracking and monitoring of collection activities to have the best results in the quality and collection performance. To ensure the team is on track with their productivity and collection to meet the business plan target.
1. Hub & Spoke (40%):
• Contacting branch Heads to review daily performance and productivity
• Coordinate to solve serious/complex complaint cases within discretion to not escalade to BOD and company reputation
• Collaborate with other divisions e.g. ICT, Risk, S&P in daily production activity and process enhancement.
• Attend to quality checking and audit requirement
2. Financial (30%):
• Set and review monthly KPI
• Daily supervise performance and productivity then monitor closely and take timely action to increase and push up the performance acceleration
• Proactively propose Collection strategy and initiatives to reduce cost with focus given to early Collection and before charged-off stage
• Engage in delivery Collection project to bring down the cost
• Coordinate to solve Fraud cases especially Cash collection
3. Process (10%):
• Ensure process compliance to minimize incident and be strong 1st line of defence
• Developing or enhancing the operational process
• Liaise with ICT for enhancement process in system including FC Portal and Mobile App
• Manage BCP to improve capability and incident response time
4. Management People (10%):
• Coordinate for replacement and new hiring
• Develop training course for both FC and TL level
• Create and maintain collaboration, accountability and respecting working environment
• Maintain and build up rapport and strong working relationship with business partners and stakeholders
5. Risk/compliance (10%):
• Ensure all services delivered comply with risk frameworks, policies, processes and standards and with legal and regulatory requirements
• Resolve issues or escalate them as required
• Minimize serious finding or repeated issue from internal operational risk and audit assessment