AVP Agency Management - Secured Collections

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Business Description 

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra-high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Private Banking and Insurance.

We are currently seeking an experienced professional to join the team.

Job Title: AVP – Agency Management (Secured Loans Collections)

Job Summary (Secured Loans / Mortgage-focused)

• Own end-to-end collections and recovery for a delinquent Secured Loans portfolio (Home Loans/Mortgages), driving resolution outcomes in line with regulatory and HSBC conduct expectations.
• Lead agency-managed collections: set strategy, allocate work, govern performance, and ensure disciplined execution across delinquency stages (early, mid, late, NPA).
• Drive NPA legal recoveries with strong working knowledge of secured recovery frameworks and processes: SARFAESI / DRT / Civil / NCLT, including coordination with empanelled legal counsel.
• Act as the key liaison for legal counsel and internal stakeholders to manage the legal journey from identification to enforcement, ensuring documentation quality and process adherence.
• Maintain robust risk and control practices (conduct, reputational, operational, ISR/outsourcing governance), ensuring customer fairness and audit readiness.
• Drive vendor outcomes measured through Money Recovery Rate (MRR), Flow Rates, Loss Rates, GCL, Provision releases/saves, productivity and cure performance.
• Ensure adherence to C19 & C23 Agency Management Standards, HSBC internal controls, and timely closure of internal/external audit and regulator findings.

Principal Responsibilities

1) Collections Performance, Agency Governance & Legal Action (Secured Loans)

• Set monthly/quarterly performance targets for Debt Collection Agencies (DCAs) aligned to portfolio strategy and business requirements.
• Build and execute recovery strategies across buckets, including field collections governance, settlement frameworks (where applicable), and targeted drives for high-risk cohorts.
• Monitor and manage DCA performance against KPIs: MRR, roll/flow rates, GCL, recovery yield, resolution TAT, and quality metrics (complaints, breaches, audit findings).
• Identify accounts suitable for escalation and initiate legal action under SARFAESI/DRT/Civil/NCLT in partnership with legal counsel and internal legal teams.
• Own governance of the end-to-end legal journey on NPA accounts: case hygiene, documentation readiness, hearing updates, milestone tracking, vendor/counsel management and reporting.
• Ensure all collection activity complies with HSBC Customer Fairness Principles, including vulnerable customer considerations and appropriate communication standards.
• Maintain accurate, timely updates of actions, outcomes and next steps on the collections system, ensuring data integrity for reporting and provisioning.
• Conduct structured performance reviews, call listening/field audits (as applicable), and provide formal feedback and corrective actions to DCAs.
• Collaborate with Risk, Operations, Branch/Distribution (if relevant), Legal, Complaints, Finance and Analytics teams to remove bottlenecks and improve recovery outcomes.

2) Operational Effectiveness, Risk & Control (First Line)

• Maintain HSBC internal control standards and comply with Group Compliance Policy; ensure timely implementation of internal/external audit recommendations and regulator observations.
• Ensure DCAs comply with Information Security Risk (ISR) requirements and outsourcing governance expectations.
• Run the business in line with relevant manuals/standards: DIM / RG / LCM / DCA guidelines and HSBC Customer Fairness Principles.
• Manage customer escalations within defined timelines (e.g., 24 hours) and partner with Customer Complaints to control upheld complaint rates within threshold.
• Monitor for potential fraud indicators and provide actionable feedback to Risk teams.
• Maintain and update outsourcing/service provider records (e.g., Archer), including service levels, cost governance and performance MI.
• Validate billing accuracy and approve/endorse vendor invoices per policy before payment processing.
• Conduct annual risk evaluations and financial capacity reviews of service providers; retain documentation and evidence for audit.
• Complete all First Line of Defence (LoD) activities on time, with clear evidence and tracking.

Key Skills & Experience (make the “secured loans” requirement unmissable)

• 5+ years’ experience in Secured Loans Collections (Home Loans/Mortgages) with strong exposure to agency/vendor management.
• Hands-on knowledge of secured recovery legal processes: SARFAESI, DRT, Civil, NCLT and practical case lifecycle management.
• Strong understanding of collections regulations, conduct risk, customer fairness, and outsourcing/vendor governance.
• Proven ability to drive recovery performance using KPIs such as MRR, roll rates, GCL, resolution TAT, provision saves/releases.
• Confident stakeholder management (Legal counsel, DCAs, internal risk/control, complaints teams).
• Strong analytical skills and clear communication; ability to translate portfolio insights into actions.

Education / Qualifications

• Graduate (BSc/BCom/BA).
• Minimum of 5+ years of experience in Secured Collections (Home Loan / Mortgage) and vendor management.
• Strong Knowledge of Collections law and regulations.
• In-depth knowledge of legal procedures on the secured products i.e. SARFAESI/ DRT/ CIVIL/ NCLT
• Strong Communication & analytical skills.
• Sound knowledge on the Banking sector in general.
• Familiarity with AI-enabled tools is an advantage.

Eligibility Criteria

• India Bank / INM employees will be eligible to apply to this role after completion of 12 months in the current role/position at the time of application on level transfer and/or promotion.
• Entity Employees (not from India Bank) to be guided by their internal policy on tenure completion in current role at the time of application before applying and share line manager approval once shortlisted
• INM Employees in scope of WPB Career Progression Framework not eligible to apply to roles within the purview of the Framework.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India