• Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Citibank Berhad
  • 23 Sep 17

Citibank Berhad KL - Unsecured Collections Head, Country Collections

Citibank Berhad KL - Unsecured Collections Head, Country Collections

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur
  • Education: Bachelor's Degree
  • Job Function: Operations Credit Ops
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17057310


  • The main role and responsibility of Unsecured Collections Head is to work closely with Credit Operations Director and Country Risk Management Department to devise and formulate collection strategies, review capacity plan requirements, system capabilities, infrastructure and processes to achieve/better than plan credit losses and contribute to overall unsecured products delinquency performances.
Duties and Responsibilities:
  • To proactively ensure the timely and adequate planning in terms of collections performance, capacity, expenses and business goals, in response to changes in the target market, growth, product offerings, process changes and other factors that could impact credit performance directly and indirectly whist delivering the required collections performance
  • To leverage the use of technology (i.e., TRIAD), analytics, MIS and to set effective collection strategies in managing Collection Delinquencies and Credit Losses
  • To ensure that targets are developed effectively based on the environment, infrastructure, and at the same time adhering to world-class practices
  • To develop a robust compensation incentive program as a motivational tool to achieve superior performance and subsequently deliver business goals
  • Establish efficient ACACs, ACACs Recovery, Auto-Dialer systems set-up, Work Force Management and Dial based intensity cap plan to ensure these platforms are fully supportive of TRIAD, Recovery Scores (where applicable) and collection strategies in line with Global and Regional Collections Practices
Performance related objectives include the following:
  • Review MIS reports such as Portfolio Performance Reports, Delinquency Closing Indicator Rates (CIR) reports, Net, Cycle flows and Recovery reports and GCL indicators on day-to-day/required basis.  Key Productivity reports and Quality Monitoring Scores to measure success of units and implement robust collection strategies based on MIS
  • Manage all Units under care effectively and professionally to ensure:
    • monthly targets/departmental goals are achieved
    • effective contribution on performances during annual planning phases both on collections and expenses.
    • all reporting are done accurately and on timely basis
    • defects or process disconnects are rectified as appropriate
    • satisfactory audit ratings and control compliance
    • department expenditures are within budget allocated
    • constant vendor management oversight including performances and compliance related matters
  • Build bench-strength by providing training and identifying development needs of all one-downs to create a team of professionals that can support growing business needs. To support the same for department through all other reporting layers
  • Conduct regular meetings with Units under supervision to disseminate information, new policies, and highlight issues/irregularities, if any
  • Ensure that the department maintains proper operational controls and is in compliance in accordance to Citigroup policies and procedures. All regulatory requirements (e.g., BNM guidelines and Fair Debt Practices) are strictly adhered to
  • Liaise with other departments on operational issues and/or possible process improvements
  • Work closely with Regional Credit Ops team in ensuring effective collection operations and strategies in line with Global Best Practices
  • Ensure all controls are in place with regards to and that they are in compliance to all governing rules and regulations, e.g. BNM, GCCFRP, and TPM/CSSMP etc.
  • Analyze results and provide feedback on unit performance (better/worse Net Flows % Leading Edge Flows, productivity) and formulate action plans and collections strategies to improve rates
  • Monitor non-performers and formulate action plans with Unit Heads to address poor performance
  • Ensure key processes are tested and monitored through MCA (including Regional Gold Standards), QAF and operational DCFCs and that these are reviewed periodically for updates. This will also include Account proofing and reconciliation processes
  • Ensure key processes and controls are updated in Collections LOP and reviewed periodically for updates
  • Ensure Business Continuity Plans are reviewed annually and tested for effectiveness
  • Manage customer service related issues and handle inquiries from various departments. Practice Client Excellence Approach when managing customer inquiries/issues and to proactively impress the same to all managed units
  • Ensure timely handling and closure of customer inquiries and issues
  • Build a strong VOE index for the department. Formulate actions plans to address issues as and when raised
  • Work closely with Human Resources to enable the right and appropriate trainings are provided to collections staff and that ample/adequate/quality trainings are given to enhance job knowledge and enrich development
  • Perform Ad hoc assignments as and when given by Senior Management, including participating in companywide projects in supporting business growth and operational efficiencies


  • Be a hands on manager
  • Solid Collections Management experience gained in a retail bank, card company, other retail financial services institution or consumer credit provider. Minimum 12 - 15 years experience likely
  • Experience handling high volumes in a high-pressure environment.
  • Demonstrated strong understanding of the credit lifecycle
  • Understanding of the people and change management issues unique to an operations environment
  • Cross cultural experience
  • Vendor management experience
  • Sound knowledge of working of systems
  • Strong influencing capability
  • Strong analytical skills in addition to strategic and lateral thought processes
  • Planning and organizing skills
  • Process improvement focus
  • Sound knowledge of local consumer regulatory framework