AVP, Agency Management

Job Description

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Business Descriptor

International Wealth and Premier Banking (IWPB) helps 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 international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

Job Introduction
• AVP – Agency Management for Debt Collection Agency, Card and Personal Loan (Unsecured) Collections.
• The Unsecured loans Collection Manager will oversee the collection process for delinquent Card and Personal loans ensuring efficient and effective recovery on delinquent portfolio while adhering to regulatory requirement.
• Manager will lead a team of collection agents, set collections goals, develop strategies and work closely with the agencies to resolves delinquent Unsecured loans portfolio.
• Being a Vendor Relationship Manager (VRM) Implement C19 C23 Agency Management Standards while providing direction support to the External Vendors.
• Enhance collection / recovery to help reduce / minimize credit loss.
• Manage “Risk” by way of identification assessment and to mitigate such risk by implementing agreed strategy and by exercising good control.
• To ensure Bank’s laid down processes polices are followed and customer fairness principles are adhered to all the time.
• Drive performance of External vendors matched against expected delinquency, Money Recovery Rate, Flow Rate Loss rate.
• To 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

Collections Agency Management
• Set monthly / quarterly targets for the DCA in line with business requirement.
• External 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 principles.
• Identifying accounts and initiating legal action (Lok Adalat/CIVIL/LRN)
• Implement C19 and C23 Agency Management Standards to help mitigate conduct and reputation related risks.
• Upkeep of performance records for the month inclusive of Live sheet.
• To extend support to External Debt Collection Agencies (DCA’s) in helping them imbibe and follow HSBC’s Customer Fairness Principles.
• Lead and actively participate in negotiations with delinquent customers to collect outstanding/ resolve issues.
• Conduct audit checks and provide timely, formal feedback to DCAs.
• Conduct capacity planning for DCA’s from time to time.
• Review customer’s settlement proposal.

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 regulators.
• To ensure all the Information Security Risk (ISR) guidelines are adhered by the DCA.
• Run 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 Principles
• Achieve satisfactory audit ratings with neither any major repeat recommendations nor any adverse findings from external auditors or any compliance review.
• Respond 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 threshold.
• Analyze the portfolio and provide feedback to the risk department in terms of fraud accounts.
• Ensure Implementation of the Potential Vulnerable Customer policy.
• Review and referral of suspect fraud cases.
• Regularly monitor Service Providers’ service levels and costs by maintaining and regularly updating Archer System.
• Check accuracy of billings (sign off on the billings) before obtaining approval for payment.
• Review contract provisions and ensure that these are still relevant.
• Perform 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 statements.
• Perform all First Line of Defence (LoD) activities on timely basis.

Requirements
• Minimum Bachelor’s degree / Graduation or as required for the role whichever is higher.
• * Graduate (BSc/BCom/BA).

Minimum of 5+ years of experience in Unsecured Collections.

Strong Communication customer focus skills.

Sound knowledge on the Banking sector in general.

You’ll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited, India Read more