Senior Manager Collections Calls

ID de la solicitud: 264624

Estamos comprometidos a invertir en nuestros colaboradores y ayudarles a continuar su carrera profesional en ScotiaGBS
 

Purpose 

The Sr. Manager Collections calls (Front End Collections) is responsible for the retail and small business collections operation in early delinquency stages for all countries supported by the Hub.
The incumbent is responsible for the development, execution and measurement of the effectiveness of collections strategies to maximize results and minimize account roll forward to higher delinquency buckets, leveraging all available contact channels.
 

Accountabilities 

1.    Ensure team’s objectives are met by:

•    Ensuring the implementation and adherence to the CIMA Collections Framework and Operating Disciplines
•    Frequently reviewing key performance indicators, work queue penetration, cash collected, account roll cures, roll backs, and roll forwards
•    Ensuring the team acts in a timely manner to identify risks, enabling prompt action to minimize losses
•    Ensuring collection activity is conducted through the appropriate contact channels
•    Coaching and developing staff to handle collection activity on complex accounts as required
•    Ensuring capacity is in line with current and forecasted account volumes, coverage for rotation, leave of absences, and vacations
•    Utilizing approved authority limits to expedite and optimize recoveries through the use of Loss Mitigation Tools, automatic funds withdrawals, etc.

2.    Ensure account inventories are adequately assigned as per defined strategies (in house collections, 3rd party collection agencies, alternate contact channels):

•    Ensures delinquent accounts are assigned for collections activity and receives the right treatment in line with risk segmentation and operational strategy
•    Ensures 3rd party suppliers perform as per expectations, SLAs and code of ethics, identifying the suppliers that do not meet expectations, and making recommendations
•    Ensures Due Diligence is completed for all third parties supported by the Hub

3.    Assist in the review and analysis of delinquent portfolios in order to identify/correct potential problem situations by:

•    Analyzing daily staff performance, KPIs, payment trends, Loss Mitigation Tools volumes, account movements through different collections buckets, etc.
•    Developing, proposing, and implementing action plans to address new trends and deficiencies
•    Recommending appropriate changes to policy and procedures to maximize recovery of delinquent accounts

Participating in the preparation of delinquency and loan loss objectives as required:

4. Assist with the control of the business objectives of the Unit ensuring operational effectiveness:

Ensure capacity is in line with delinquent account volumes by performing periodic capacity planning exercises. This includes day to day resource management, including natural staff turnover, illnesses, vacations aligned to account volumes and delinquent account queues. Delinquent queues include daily volumes as well as forecasts. This role would liaise with the Manager Collections Support to ensure there is a permanent process of candidate interviewing, selection, and training to minimize impact to capacity.
Ensure workflows in the operations of the Hub are appropriate to provide efficient results and meet risk based segmentation treatments.
Maintain the integrity and confidentiality of Bank and customer information under the rules and regulations as set out in the Bank’s Privacy Code.
Ensure control over routine expenditures.
Ensure all Add on Charges’ for Hub supported Countries are documented and approved as per policy.
Maintain strict adherence to Bank and Unit security procedures with respect to assigned authorities and responsibilities reporting any unusual occurrences or fraudulent activity immediately as applicable.

5. Leadership & skill building:

Create an environment conducive to individual development, productivity and achievement ensuring open lines of communication.
Provide effective coordination, direction and appropriate training support to subordinates in meeting operational requirements.
Evaluate/measure the performance of immediate subordinates by conducting reviews, tabulating individual performance statistics and assist subordinates in meeting individual objectives/goals in attaining optimum productivity and effective levels of performance.
Effectively monitor the evaluation of other employees and management of the Performance Improvement Program.
Assist with the recruitment of staff, the identification of training requirements and the selection of candidates for outside courses in conjunction with Manager, Collections Support.
Contribute to maintaining appropriate staffing levels within the department.

6. Ensure the delivery of Customer Service fosters overall Customer satisfaction and is consistent with Scotia Service Standards:

Demonstrate and practice the standards of Customer Service you expect staff to emulate in interactions with customers/branches/suppliers by:
a. Showing respect to the customer, listening to the customer’s needs.
b. Presenting effective solutions – being upfront with customers when the Bank cannot provide the solution they seek, offering an explanation as to why and suggesting alternatives.

7. Take full responsibility for all inquiries/concerns/complaints directed to you by:

Ensuring problems are adequately documented and resolved to the customer’s satisfaction or referred to the Centre Director for resolution.
Making sure any commitments made have been met.
Recommending actions that will prevent recurring problems, where possible; identifying root cause of the problem and forwarding suggestions to the appropriate departments for action.
Understanding and adhering to the standards and procedures of the Bank’s Customer Complaint Resolution process.

8. Execute the Unit’s Compliance responsibilities as reflected in the Branch Service and Collections Handbook & Procedures manual:
 

Reporting Relationships 

• Primary Manager: Collections Head
• Direct Reports:   Manager Collections, Team Leader Collections
• Shared Reports:  NA

Dimensions

  
Product Types:

•    Scotia Plan Loans
•    ScotiaLine
•    MasterCard
•    Visa
•    Mortgages
•    Student Loans
•    Dealer Lease Plans
•    Small Business
Arrears Status:
•    Current
•    Overlimit
•    Overdue
•    Frozen
Collection Status or Activity:
•    Customer contact on all product types/account statuses
•    Security conversions/sales to third parties where the Bank’s lien has not been paid or satisfied

Education / Experience / Other Information 

The following specific skills and knowledge requirements are applicable to the job:
•    Thorough knowledge of the Bank’s Retail & Small Business collections and lending policies and procedures.
•    Sound knowledge of all Retail & Small Business products and services and automated collection systems.
•    General knowledge of legislation and legal proceedings as all legal implications has a direct impact on recovery and losses.
•    Very good negotiation and analytical skills in order to coordinate and present alternatives to customers.
•    Operational Efficiency: Profound knowledge of Operational strategies within Dialer campaigns.
•    Excellent communications skills (verbal and written)
•    Organizational and motivational skills and the ability to prioritize/delegate and deal with a variety of complex tasks and situations on an ongoing basis.
•    Coaching Skills – must be able to guide employees to solutions on areas of opportunities.

• English Level (intermediate advanced) 
•    Microsoft Office proficiency (Word, Excel)

Ubicación(s):  Colombia : Bogota : Bogota

ScotiaGBS forma parte del grupo de empresas de Scotiabank ubicado en Bogotá, Colombia, y fue creado para apoyar diversos procesos del Banco y el desarrollo y ejecución de su estrategia global de servicios en 15 países de las Américas. Está compuesto por 7 unidades de servicio. Ofrecemos un ambiente de trabajo inclusivo y positivo, además de ventajas competitivas.

En ScotiaGBS, valoramos las habilidades y experiencias únicas que cada persona aporta al Banco y nos hemos comprometido a crear y mantener un entorno inclusivo y accesible para todos. Los candidatos deben postularse directamente en línea si desean ser tomados en cuenta para este puesto. Agradecemos a todos los candidatos por su interés en esta oportunidad profesional en ScotiaGBS; sin embargo, solo contactaremos a quienes hayan sido seleccionados para una entrevista.