Senior Manager, Collection – Retail Credit

Job Purpose:

The role involves managing debt collection related activities, optimizing recovery strategies, and managing the team to minimize credit losses while maintaining regulatory compliance.

Main Responsibilities:

• Support the Head of Collection in leading a team responsible for managing delinquent within the retail banking portfolio, ensuring day-to-day activities are delivered effectively

• Manage and supervise the in-house Collection team, ensuring timely follow-ups on delinquent accounts including SME, SFGS and secured loans etc. Liaise with HKMC to facilitate smooth claim settlements

• Responsible for overseeing the overall collection activities for problem credit management accounts, including oversight of outsourced debt collection agencies operations and performance

• Initiate and manage legal proceedings against debtors by instructing external solicitors and ensuring cases are progressed within agreed timeframes

• Continuously review and evaluate the in-house collection processes and strategies to adapt to the fast change retail credit environment

• Lead and drive new initiatives and IT projects, including process streamlining, system enhancements, and service migration, to improve operational efficiency and meet evolving business needs

• Formulate and execute collection strategies to manage an acceptable level of credit loss and maximize debt recovery

• Compile and prepare statistical reports and performance insights, delivering clear and management analysis to enable effective review and decision making

• Ensure all collection policies and procedures comply with the Bank’s standards and regulatory requirements. Assure proper and updated documentation of policies and procedures are maintained at all times

• To ensure / improve effectiveness and KPIs for Collection operations

• Support change initiatives and process review for collection by performing UAT and coordinating with relevant stakeholders

• Support across function within Collection team as cross back-up or job rotation as requested by management

• Motivate team members and provide adequate training and job rotation opportunities

   

Incumbent Requirements:

• Tertiary education or above

• Minimum 2 years of experience at supervisory level in the field of debt collection

• Hands-on experience in the retail credit collection end-to-end workflow

• Sound knowledge of retail banking; exposure to operational risk management is an advantage

• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes

• Proficient in Excel and AI tools for data analysis

• Strong communication, problem-solving and negotiation skills, with the ability to work effectively with customers and internal stakeholders

• Analytical mindset with proficiency in leveraging Collection team data and productivity metrics

• Ability to work in a fast-paced environment, prioritizing multiple tasks and meeting deadlines

• Good command of both written and spoken English and Chinese, fluency in Putonghua is an advantage