Team Manager, CCO - SCR Inbound MY

Strategy and Planning

• Supervise overall Operation Support’s Executives, Officers, Clericals and Messenger
• Support in delivering the portfolio monthly and annual budget on delinquency, impairment ratio and provision
• Continuously seek alternatives in improving overall operational processes and workflow
• Participate and continuously explore alternatives and implement for cost saving & initiatives.
• Consistently review on improving the internal process to achieve cost savings

Business Performance and Management

• Perform weekly/monthly review on call monitoring and to ensure compliance of internal procedure and regulatory guideline. 
• Monitor and ensure team’s TAT and KPIs are met
• Review and continuously improvement on daily, weekly and monthly Inbound Service Level
• Continuously seek alternatives in improving the Inbound call flow via system enhancement and customer handling skill 
• Assist, support and perform any ad-hoc projects assigned by Operation Support Manager / Head of Department
• Ensure all customer’s queries or complaint are resolved and attended and escalate unsolved issues or customer complaint to Manager immediately
• Perform staff rotation on their Operation Support, Inbound, Compliance & Secured Resolution Unit functions to institute learning curve
• Response incoming email within 24 hours 

People Management

• Guide and assist the team members in resolving complicated issues.
• Recruit and fill up vacancy of the team.

Regulatory Compliance

• Support and ensure control and compliance is in place, at the same time ensure achieved satisfactory rating on all audits
• Ensure team members are in compliance with bank’s internal policy at all times
• Ensure compliance of internal policy & procedures, Bank Negara guidelines and regulation, i.e. FSA/IFSA 2013, Fair Debt Collection & etc. 

Qualifications 

• Bachelor's degree or Diploma in the relevant discipline 
• Preferably with Supervisory experience

Technical / Functional skills

• Essential technical knowledge to develop / review basic core and relevant Collection & Recovery System for the team.
• To align Collection & Recovery strategy to asset qualities, cost factor and regulatory requirement. Planning and organizing performance of the team
• Planning and organizing performance of the team.
• Good reputation and networking with external customer / internal staff with the end state of business objective consistently in mind. 
• Able to multitask and work under tight deadline.

Travel Requirements 

• As and when if required