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Job Summary

Responsible for managing collection and recovery efforts for delinquent Secured loans portfolio. Ensuring efficient and effective recovery on the delinquent Secured loans portfolio while adhering to the regulatory requirementLead team of collection agents, set collections goals, develop strategies, and work closely with the agencies to resolves delinquent Secured loans portfolioInitiate Legal action on the NPA portfolio Strong knowledge of legal process in secured products i.e. Securitisation and Reconstruction of Financial Assets and Enforcement of Securities Interest Act 2002/ Debts Recovery Tribunal/ CIVIL/ National Company Law Tribunal.Act as the liaison point for Legal counsel(s) assisting debt collections and manage the entire Legal journey on the NPA accountsManage “Risk” by way of identification assessment and to mitigate such risk by implementing agreed strategy and by exercising good controlTo ensure Bank’s laid down processes polices are followed and customer fairness principles are adhered to all the timeDrive performance of External vendors matched against expected delinquency, Money Recovery Rate, Flow Rates Loss ratesImplement C19 C23 Agency Management Standards while providing direction support to the External Collection VendorsTo maintain, HSBC’s internal control standards, including the timely implementation of internal external audit points together with any issues raised by any external regulators

Principal Responsibilities

Set monthly / quarterly targets for the Debt Collection Agencies in line with business requirementExternal Debt Collection Agencies (DCA’s) are motivated to achieve the set targets in terms of Money Recovery Rate (MRR), Gross Credit Loss (GCL), Flow Rates, Recoveries Provision releases saves while remaining aligned to our operating principlesIdentifying accounts and initiating legal action under Securitisation and Reconstruction of Financial Assets and Enforcement of Securities Interest Act 2002/CIVIL/Debt Recovery Tribunal.Implement C19 and C23 Agency Management Standards to help mitigate conduct and reputation related risksDesign and implement effective collection strategies for different stages of delinquencyUpkeep of performance records and ensure updation on collection efforts are capture on the collections systemTo extend support to External Debt Collection Agencies (DCA’s) in helping them imbibe and follow HSBC’s Customer Fairness PrinciplesLead and actively participate in negotiations with delinquent customers to collect outstanding dues/ resolve issuesConduct audit checks and provide timely, formal feedback to DCAsEffect collaboration with Internal stakeholders to enhance collections efficiency

Operational Effectiveness Control

Maintain and observe HSBC internal control standards, implement, and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulatorsTo ensure all the Information Security Risk (ISR) guidelines are adhered by the Debt Collection AgenciesRun business in accordance with all guidelines and instructions covered under Desk Instruction Manual (DIM), Regional Guidelines (RG), Local Collection Manual (LCM), Debt Collection Agency (DCA) guidelines and Customer Fairness PrinciplesAchieve satisfactory audit ratings with neither any major repeat recommendations nor any adverse findings from external auditors or any compliance reviewRespond all customer service escalations within 24 hours of notice and escalate the same to Customer Complaints team and ensure Upheld complaints don’t exceed the agreed thresholdAnalyze the portfolio and provide feedback to the risk department in terms of fraud accountsEnsure Implementation of the Potential Vulnerable Customer policyRegularly monitor Service Providers’ service levels and costs by maintaining and regularly updating Archer SystemCheck accuracy of billings (sign off on the billings) before obtaining approval for paymentPerform at least an annual risk evaluation and mitigation analysis regarding the outsourced activity. Conduct an annual review of the Service Providers’ financial capacity to support the outsourced activity (leverage and gearing ratios, net worth or capital, operating cash flows or liquidity) and file these reviews together with the financial statementsPerform all First Line of Defence (LoD) activities on timely basis