Team Manager - Inbound (Secured Collection & Recovery) Team Manager - Inbound (Secured Collection &  …

CIMB Malaysia
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Competitive
CIMB Malaysia
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Competitive
Team Manager - Inbound (Secured Collection & Recovery)
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

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.

Personal skills (Soft Competencies [Core / Leadership])

- 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 multi task and work under tight deadline
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