Senior Manager, Collection – Retail Credit

Job Purpose: The role involves managing debt collection related activities, optimizing recovery strategies, and managing the team to minimize credit losses while maintaining regulatory compliance. Main Responsibilities: Support the Head of Collection in leading a team responsible for managing delinquent within the retail banking portfolio, ensuring day-to-day activities are delivered effectively Manage and supervise the in-house Collection team, ensuring timely follow-ups on delinquent accounts including SME, SFGS and secured loans etc. Liaise with HKMC to facilitate smooth claim settlements Responsible for overseeing the overall collection activities for problem credit management accounts, including oversight of outsourced debt collection agencies operations and performance Initiate and manage legal proceedings against debtors by instructing external solicitors and ensuring cases are progressed within agreed timeframes Continuously review and evaluate the in-house collection processes and strategies to adapt to the fast change retail credit environment Lead and drive new initiatives and IT projects, including process streamlining, system enhancements, and service migration, to improve operational efficiency and meet evolving business needs Formulate and execute collection strategies to manage an acceptable level of credit loss and maximize debt recovery Compile and prepare statistical reports and performance insights, delivering clear and management analysis to enable effective review and decision making Ensure all collection policies and procedures comply with the Bank's standards and regulatory requirements. Assure proper and updated documentation of policies and procedures are maintained at all times To ensure / improve effectiveness and KPIs for Collection operations Support change initiatives and process review for collection by performing UAT and coordinating with relevant stakeholders Support across function within Collection team as cross back-up or job rotation as requested by management Motivate team members and provide adequate training and job rotation opportunities Incumbent Requirements: Tertiary education or above Minimum 2 years of experience at supervisory level in the field of debt collection Hands-on experience in the retail credit collection end-to-end workflow Sound knowledge of retail banking; exposure to operational risk management is an advantage Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes Proficient in Excel and AI tools for data analysis Strong communication, problem-solving and negotiation skills, with the ability to work effectively with customers and internal stakeholders Analytical mindset with proficiency in leveraging Collection team data and productivity metrics Ability to work in a fast-paced environment, prioritizing multiple tasks and meeting deadlines Good command of both written and spoken English and Chinese, fluency in Putonghua is an advantage