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.

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 - Mumbai, Unsecured.The Unsecured loans Collection Manager will oversee the collection process for delinquent Unsecured loans ensuring efficient and effective recovery on delinquent portfolio while adhering to regulatory requirementManager will lead a team of collection agents, set collections goals, develop strategies and work closely with the agencies to resolves delinquent Unsecured loans portfolioBeing a Vendor Relationship Manager (VRM) Implement C19 C23 Agency Management Standards while providing direction support to the External VendorsEnhance collection / recovery to help reduce / minimize credit lossAct as the liaison point for Legal counsel(s) assisting debt collectionsManage “Risk” by way of identification assessment and to mitigate such risk by implementing agreed strategy and by exercising good controlTo ensure Bank’s laid down processes polices are followed and customer fairness principles are adhered to all the timeDrive performance of External vendors matched against expected delinquency, Money Recovery Rate, Flow Rate Loss rateTo 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 requirementExternal 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 principlesIdentifying accounts and initiating legal action (Lok Adalat/CIVIL/LRN)Implement C19 and C23 Agency Management Standards to help mitigate conduct and reputation related risksUpkeep of performance records for the month inclusive of Live sheetTo extend support to External Debt Collection Agencies (DCA’s) in helping them imbibe and follow HSBC’s Customer Fairness PrinciplesLead and actively participate in negotiations with delinquent customers to collect outstanding/ resolve issuesConduct audit checks and provide timely, formal feedback to DCAsConduct capacity planning for DCA’s from time to timeReview 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 regulatorsTo ensure all the Information Security Risk (ISR) guidelines are adhered by the DCARun 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 PrinciplesAchieve satisfactory audit ratings with neither any major repeat recommendations nor any adverse findings from external auditors or any compliance reviewRespond 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 thresholdAnalyze the portfolio and provide feedback to the risk department in terms of fraud accountsEnsure Implementation of the Potential Vulnerable Customer policyReview and referral of suspect fraud casesRegularly monitor Service Providers’ service levels and costs by maintaining and regularly updating Archer SystemCheck accuracy of billings (sign off on the billings) before obtaining approval for paymentReview 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 statementsPerform all First Line of Defence (LoD) activities on timely basis