Assistant Manager, DCA Management

  • Competitive
  • Kuala Lumpur, Federal Territory, Malaysia
  • CDI, Plein-temps
  • HSBC Bank (M) Berhad
  • 14 déc. 17 2017-12-14

Assistant Manager, DCA Management

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Retail Banking and Wealth Management leverages HSBC's global retail banking expertise and wealth management capabilities to deliver a broad range of world-class retail banking solutions to millions of customers. Driving for growth in key markets around the world, the business comprises areas such as retail banking, wealth management, insurance and asset management, with a focus on customer-centric propositions and innovative and efficient distribution channels that will differentiate our customer experience and deliver market leading retail banking and wealth management solutions.

We are currently seeking an experienced professional to join this team in the role of Assistant Manager DCA Management.

Principal Responsibilities

  • Management of the outsourcing of Retail Unsecured Bad & Doubtful portfolio to Debt Collections Agencies (DCA) in a systematic and effective manner in order to maximize collections and recoveries.
  • Monitor DCA performance and ensure achievement is closely tracked with target set.
  • Conduct monthly surprise audit checks on all DCA per requirements under the service contract, Agency Management Pack and relevant guidelines from the Group and regulators. Address all operational issues with DCA's.
  • Engagement with GPU in the procurement process, conduct due diligence on new DCAs when necessary.
  • Assist the Agency Management Manager in overseeing a highly productive and motivated DCA Management team, managing the development and performance of subordinate staff, maximizing productivity level in order to reduce the unit cost of collection in aligning with the cost effective strategy.
  • Ensure complaints relating to DCAs are thoroughly investigated and addressed. Handle and resolve customer complaints. Provide support team supervisors handling complaint cases the require management input and decisions.

  • Preferably a diploma and/or degree qualification in any discipline with more than 3 years of banking experience
  • Candidate should have experience in collections, preferably someone with experience dealing with collection agency background
  • Strong and firm sense of integrity
  • Strong leadership skills
  • Able to engage and manage team effectively
  • Excellent communication skills
  • Strong in execution of both local and group policies
  • Able to maintain good management awareness on issues, early identification, mitigation and control, loss identification and mitigation