Head of Collections – Retail Clients

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It’s about showing how you embody our valued behaviours – do the right thing, better together and never settle – as well as our brand promise, Here for good.

We’re committed to promoting equality in the workplace and creating an inclusive and flexible culture – one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The Role Responsibilities

  • Approve collection and recovery strategies to meet roll-rate goals, reduce charge off and maximize net recoveries
  • Accountable for satisfactory closure of issues/gaps arising from internal Audits, Business risk reviews, Peer reviews, third party agency audits and regulatory reviews
  • Review and ensure adequate collections performance & cost MIS and KPI’s are in place and prepared in a timely manner, to facilitate performance management of the collections department
  • Responsible for preparing & presenting the annual budget of the Collections department to the RCO, and Group Collections
  • Accountable for all cost/expenses of the Collections Department, ensure accuracy of balances and adequancy of accruals in the collections cost centre
  • Communicate, on a regular basis, to counterpart in Credit Risk functions & business streams on market intelligence & or significant shifts in customer/segment behavioral patterns, to facilitate timely revisions of policies, procedure and business strategies as appropriate
  • Approve accreditation of external parties providing related services encompassing repo agency collections, field collections, litigation and asset valuation & disposition
  • Manage cost within budget and forecast’ understand cost drivers, trends and seasonality and monthly budget/actual/forecast variances. Accountable for accuracy of cost submissions to Credit Risk finance and group CB risk
  • Champion continuous process improvement, up skill collection techniques, upgrade collection tools, optimize collections systems and conduct periodic suppliers’ reviews to maximize cost efficiencies
  • Maintain an in-country organizational structure that is aligned with the standard Group collections structure
  • Oversee career development plans of key resources; viz. Direct reports and 2 downs, to assure robust succession planning and adequate bench-strength for key positions
  • Manage capacity planning, in accordance with Group Collections standards, to ensure that adequate collection resources are in place to design effective strategies, deliver collection results in line with business objectives
  • Encourage and promote an active training and learning environment to facilitate excellence in collections management
  • Responsible for appropriate empowerment of authorities to managers in Collections & Recovery required in order to facilitate, both an expeditious and effective execution of daily duties
  • Work with Collections MIS & Strategy Unit in identifying opportunities for Champion/Challenger test scenarios, to promote continuous improvements in Recovery & Collections processes

Control Functions:

  • Ensure proper performance of CST/Health checklist by RP. KRI’s are timely escalated and reported
  • Ensure timely & accurate submission of central bank requirement during onsite inspections. Timely closure of all observations
  • Timely actions are taken to address audit observation by internal, external & group internal audits
  • Ensure reconciliation of all related suspense accounts is done on time and document the proof of reconciliation after obtaining appropriate approval
  • Ensure submission of internal and group reporting is done with accuracy and before deadlines
  • Ensure escalation of risk issues of your area(s)to BORC/CORC/KRI process as appropriate
  • Ensure all risk issues are addressed by taking timely actions before the approved closure date
  • Monitoring of all reports to identify all irregularities/excesses to ensure that immediate actions are in place
  • Ensure processes/policies are updated on a regular basis and adherence of the same

IIP Recon against GL:

  • Customer level IIP for all products should reconcile with GL and a proper process is devised
  • To ensure that reconciliation of settlement are done on a monthly basis against GL and any issue (if arises) should be escalated to senior management

Our Ideal Candidate:

  • Minimum 5 o’level Credits or better including Mathematics & English
  • University graduate
  • Minimum 3 – 5 years of experience in Collections at supervisory Level.
  • Good interpersonal skills.
  • Strong analytical, problem solving and decision making skills.
  • Good knowledge of consumer banking products
  • Strong communication & negotiation skills.
  • Leadership, management, organisational and people management skills.
  • Computer skills are essential

Method of Application

Submit your CV and application on company website:

Standard Chartered Bank Zambia Plc image
Standard Chartered Bank Zambia Plc
Business banking
Corporate finance
Personal banking
Currently, Standard Chartered Bank Zambia has a total of 25 outlets across the country and 47 automated teller machines (ATMs), with four being electronic banking centres. The bank has a presence in six of Zambia's ten provinces with branches in the Copperbelt, Lusaka, Northern, North Western, Southern and Western provinces. Standard Chartered Bank Zambia offers a wide array of services that encompass personal and business banking, corporate finance, investment, loans and personal life insurance.

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