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Internation Wealth and Premier Banking serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
We are currently seeking an experienced professional to join this team in the role of Associate Vice President National Pre & Post WO Field Collection Operation
Responsibilities:
Deliver full year Business FRP target plan by planning, executing and controlling all initiatives & new strategy to have effective and efficient collections process & resources deployment.
Review, understand and proactively respond to portfolio growth plans within IMO. Anticipate and identify problem areas, rapidly reacting to mitigate losses and customer impacts.
Contribute towards improvement in cost efficiency, by planning, executing & controlling initiative to manage collections operational cost in 2024 and to manage FTE headcount & FPA Pre & Post WO cost within budget to meet Business FRP Plan target, without jeopardizing performance target numbers
Work towards developing an effective and professional workforce to support the growth of the business, ensuring team members are provided with on-the-job development opportunities, coaching and formal training as appropriate.
Describing a clear and appealing vision of the future, developing enthusiasm and commitment in others, setting an example for others, acknowledging individual contributions and handling problem and crisis in confident and decisive manner.
"Innovation on streamlining process that leads to a more efficient & effective daily operation
- Enhancement & Improvement on Field Collection applications to support Collection Strategy (PVC/VC, segmentation, etc.)
- Development of Field Collection application and systems
- Process Enhancement through Collection Improvement Project
- Develop commercial based approach on Recovery Target Setting & Caplan Projection"
- Fully monitor on incoming complaints, problem solving, complaint resolution within SLA and action plan to mitigate any incoming complaints with repeated issues.
- Understand the importance of Third-Party Risk and Performance, executing your role in ensuring all activities are completed accurately and on time, with any deficiencies escalated as appropriate.
- This includes managing ongoing performance of third parties to maintain visibility and track the effectiveness of the supplier's delivery to protect our customers, stakeholders, reputation, and brand
To be successful in this role, you should meet the following requirements:
1. Manage Operating Cost by controlling overtime, telephone cost and other operational cost
To achieve best target. Improvement of Operational Cost by 10%.
1. Manage FPA - Pre & Post WO Cost in term of Operational & Incentives Cost. Reduce FPA -
Pre & Post WO cost in term of Operational & Incentives cost by 10%
1. Create positive working environment through continue coaching & counseling process
2. Ensure a timely an effective two-way communication
3. Demonstrate teamwork and collective management attitude through team initiatives
4. Implementation of MOS items as define scheduled by QMT
5. Enhancement Field Collection Application in Mobile Device.
6. Fully support of HBID Collection Project
7. Commercial Based approach Completion as per FTE Caplan agreed"
8. 90% of complaints resolved within SLA or 2 (two) working days
9. Maximum 1 (one) High Risk complaint per Team Leader in FY due to improper FPA process (as proven high-risk complaint)
You’ll achieve more at HSBC
HSBC is committed to building a culture where all employees are valued, respected and every opinion counts. We take pride in providing a workplace that fosters professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. We want everyone to achieve their potential with equality regardless of gender, ethnicity, disability, religion, age, or any other trait protected by applicable law. If you need any support or have any access requirements, we encourage you to inform us through email at [email protected] at the time of your application, so that we can support you through your recruitment journey
