Head - Retail Collection & Recovery

About the role

This role is responsible for the overall strategy, leadership, and operational management of the retail collection and recovery function, in ensuring maximum debt recovery, minimisation of credit losses, and strict adherence to regulatory and ethical standards across the retail loan portfolio.

What will you do

• To manage Retail Collections activity on delinquent accounts across all vintages and products by ensuring people, processes and technology are aligned.
• Accountable for effective management and control of all aspects of Retail Collections.
• Responsible for collections, recoveries, repossessions, and litigation of all delinquent accounts with the objective of ensuring that provisions and losses are within tolerance limits.
• Ensuring that collections are carried out within the Bank RAS targets of 30-89dpd, NPF, new inflow into NPF and NCL.
• Interfacing externally with collection and recovery agencies in order to define and implement processes to optimize recoveries.
• Cross functional meetings are held with the business and credit managers to provide feedback on portfolio quality and deliver key MIS trends.
• To implement & execute collection strategies and deliver business objectives.
• Responsible for appropriate empowerment of authorities to managers in Collection, to facilitate the expeditious and effective execution of daily duties.
• Responsible for Collections Department & contracted third party agency compliance to the Bank’s Collection Policies, Collectors Policies & Third-Party Agent Policies.
• Approve collection and recovery strategies to meet roll-rate goals, reduce charge-offs and maximize net recoveries using cost-effective collection and recovery techniques.
• Ensure all collectors policies and procedures comply with Bank’s Policies and Standards. Assure proper and updated documentation and procedures are maintained at all times.
• Review and ensure adequate and accurate collections performance & cost MIS and KPIs are in place and prepared in a timely manner, to facilitate performance management of the Collections Department.
• To adhere and comply with Bank Negara Guideline, Bank’s Credit Standard, Credit Policy Manual and Syariah (Islamic Law) compliant.
• Manage costs within budget and forecasts, understand cost drivers, trends & seasonality, and monthly budget / actual / forecast variances. Accountable for accuracy of cost submissions.
• Responsible for continuous process improvements, upskill collection techniques, upgrade collection tools, optimize collections systems and conduct periodic suppliers’ reviews to maximize cost efficiencies.

Skills, certifications and experience you possess

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