Senior Recovery DCA and Remedial Manager

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International Wealth & Premier Banking (IWPB) leverages HSBC’s global wealth and premier banking expertise and capabilities to deliver a broad range of world-class wealth banking solutions to customers. IWPB is ideally placed to serve the increasing numbers of affluent and high net-worth customers – especially those with international banking needs who seek new investment opportunities to help them to protect and grow their wealth.

Responsibilites

This role is responsible for managing end-to-end debt recovery operations covering:

• External Debt Collections Agencies (DCA)
• Loan/Financing restructurings, and debt workout activities across all IWPB retail products, for both Amanah and Conventional portfolios. 
• Collections Operations Support, ensuring strong backend governance, efficiency and delivery of collections and recovery outcomes.
• Support Line Manager in the portfolio assessments, review of collections strategies, internal process enhancements and ad-hoc requests to improve the KPI performance of the 90+lagged delinquency, write-off, recoveries and net credit losses (NCL).

Debt Recovery Management (Back-End)

• Oversee and drive performance of external collection agencies to meet recovery targets.
• Safeguarding portfolio risk by fostering a strong debt collection force underpinned by sound and ethical work practices and policies/strategies which are consistent with the groups and local regulatory requirements. These are combined with the operation of an automated collection process.
• Evaluate DCA effectiveness, provide directions and ensure strict adherence to compliance and regulatory standards.
• Execution of debt management procedures with Asia Pacific Risk, Regional Collections Team and ensuring that all debt management policies, regulations, audit recommendations and key indicators are adhered to, including managing agency onboarding, outsourcing assessments and renewal processes.
• Conduct periodic performance reviews, commission validation and ensure proper escalation on non-performing segments. Improvement of lag delinquency rates for both secured and unsecured.
• Manage agency onboarding, outsourcing assessments and renewal processes.

Loan Restructuring & Debt Workout (Internal General Restructuring Facility and AKPK DMP Programme)

• Lead restructuring strategies for delinquent/defaulted accounts, ensuring alignment with policy for both Amanah Financing and Conventional facility, which includes review proposals, assess customer repayment capability, and recommend appropriate repayment solutions.
• Oversee the end-to-end operations of the Internal GRF and AKPK Portfolio for Secured and Unsecured and assessing, decisioning on applications submitted by customers on repayment assistance programs (internal/external) offered to distress and delinquent customers on a timely manner, ensuring the required documents are obtained, verified and affordability assessment via DSR calculations, restructured Letter of Offers are prepared and account opening (applicable for Unsecured products) are executed timely and in compliance with policies and regulatory requirements (where applicable).
• Oversees the handling of AKPK related matters, such as AKPK Reinstatement, AKPK Postponement, AKPK Reschedule, AKPK Withdrawal, AKPK Terminated and AKPK Settlement request from AKPK.  Monitoring of written off / termination of AKPK accounts and assignment to DCA.
• Engagements with external stakeholders, i.e.  AKPK/AKPK SDRS (applicable for RBB Business), non-governmental organization (NGO) authorised by default customers on the negotiations for settlement of debts.
• Review AKPK payments disburse to the Bank and ensure that payments are reverse from AKPK Suspense accounts and credited to the customer new restructured term loan account in a timely manner to ensure all payments made by DMP customers to AKPK are captured timely.
• Monitor post-restructuring performance to improve the lag delinquency rates for the GRF/AKPK portfolios and implement early intervention where required.
• Ensuring proper records are updated, example C26 COMB report, Offer Tracking MI and CCRIS updates to comply with the BNM CCRIS requirements.

Collections Operation Support & Quality Assurance (QA)

• Oversee the management of end-to-end operational risk controls, independent quality assurance checks/reviews, Complaint Management as well as ensuring implementation of applicable controls in accordance with audit recommendation and relevant regulatory, internal policies and compliance requirements in Collections Department.  
• Liaise with internal stakeholders such as Credit Risk, Operational Risk, Legal, Compliance, Shariah and Finance to resolve operational gaps and support case decisioning.
• Oversee the management of Collection complaints as per C24 standard/regional guidance to deliver fair outcomes for our customers.
• Provide governance and ensure compliance with internal policies, SOPs and audit requirements.

Qualifications:

• Strong leadership, management and coaching skills.
• Strong understanding of collections, recoveries, restructuring and Group’s Operational Risk frameworks.
• Ability to manage external vendors and ensure compliance with outsourcing guideiines.
• Analytical and problem-solving skills with strong governance oriented.
• Good stakeholder management and communication skills.
• Highly disciplined and self-motivated. Able to work independently with minimal supervision.
• A good team player with the right attitude to be self-initiative, hardworking and embrace to changes.
• Must have excellent service attitude towards internal and external customers.

Opening up a world of opportunity

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Issued by HSBC Bank Malaysia Berhad