Job Description

Job descriptionSome careers open more doors than others.If you\xe2\x80\x99re 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.

• AVP \xe2\x80\x93 Agency Management for Debt Collection Agency / Agencies (DCA - Mumbai).
• Being a Virtual Relationship Manager Implement C19 standards while providing direction & support to the External Vendors
• Enhance collection / recovery to help reduce / minimize credit loss
• Act as the liaison point for Legal counsel(s) assisting debt collections
• Manage \xe2\x80\x9cRisk\xe2\x80\x9d by way of identification & assessment and to mitigate such risk by implementing agreed strategy and by exercising good control
• To ensure Bank\xe2\x80\x99s 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, MRR Flow Rate & Loss rate
• To maintain, HSBC\xe2\x80\x99s internal control standards, including the timely implementation of internal & external audit points together with any issues raised by any external regulators

Principal ResponsibilitiesCollections & Agency Management

• Set monthly / quarterly targets for the DCA in line with business requirement
• External Debt Collection Agencies (DCA\xe2\x80\x99s) are motivated to achieve the set targets in terms of MRR, GCL & Provision releases & saves while remaining aligned to our operating principles
• Identifying accounts and initiating legal action under SARFAESI/CIVIL/DRT
• Identifying accounts and initiating legal action under SARFAESI/CIVIL/DRT
• Upkeep of performance records for the month inclusive of Live sheet
• To extend support to External Debt Collection Agencies (DCA\xe2\x80\x99s) in helping them imbibe and follow HSBC\xe2\x80\x99s Customer Fairness Principles
• Participate and lead negotiations with customers on a need basis
• Conduct audit checks and provide timely, formal feedback to DCAs

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 DIM , BIM, LCM, 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\xe2\x80\x99t exceed the agreed threshold
• Analyze the portfolio and provide feedback to the risk department in terms of fraud accounts
• Ensure Implementation of the PVC policy
• UAR\xe2\x80\x99s to be raised appropriately
• Regularly monitor Service Providers\xe2\x80\x99 service levels and costs by maintaining and regularly updating a management information system (MIS)
• Handle day-to-day concerns and complaints, escalating issues to local GPU (if it exists), and Outsourcing Manager or to the relevant business managers as appropriate
• 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\xe2\x80\x99 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 LoD activities on timely basis

Requirements

• Graduate (BSc/BCom/BA)
• Experience (preferable) in Collections
• Strong Communication & customer focus skills
• Sound knowledge on the Banking sector in general

Useful LinkLink to Careers Site: ClickYou\xe2\x80\x99ll achieve more at 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

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