Digibank Malaysia Project - Collections SupervisorMalaysia
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The Collections Supervisor is responsible for running the Collections operations and call strategies for Singapore consumer and SME portfolios.
The day-to-day tasks:
Manage the active delinquent portfolio
Monitor and control delinquency, minimise credit losses and improve resolution rates through effective digital and call strategies
Review and improve Collections processes to ensure overall efficiency in terms of customer contacts, early warning signals and recovery techniques
Provide regular inputs to management on delinquency trends, early warning signals from the newly booked portfolio and flow rate velocity and recovery indicators
Run the Collections function on a day-to-day basis (system performance, worklist assignment, call centre, reporting)
Ensure the processes and policies are documented, updated and in compliance to statutory, regulatory and bank’s requirements
Develop comprehensive training plan and conduct trainings for new officers
Manage and mentor the team
Monitor the teams’ and officers’ productivities
Review officers’ performances; conduct appraisals and coaching to continuously improve the standard of the performances
Review customer feedbacks and develop resolution timeframe and benchmarks
Partner with product teams and business units to coordinate Collection’s activities across the bank
Take on additional projects and tasks assigned by reporting manager
The must have:
Have at least 5-years experience in a Collections context with at least 3-years experience in a direct supervisory position
Well versed in the bank products and processes
Possess strong communication, good interpersonal and people management skills
Possess a logical and analytical mindset
Able to think outside the box and suggest innovative ways that Collections can be run
Experienced in managing and using Debt Manager system a plus
Good with SQL, VBA Macro and primary Microsoft applications a plus
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Grab is an equal opportunity employer. We owe our success to the talents of our globally-diverse team and the varying perspectives they add to our thriving community.
Grab does not accept unsolicited resumes sent by recruiting agencies. Please do not forward resumes to our job postings, Grab employees or other parts of the business. Grab will not be liable to pay any fees to agencies for candidates hired as a result of unrequested resumes.
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