GSC - Team Manager - AUH GSC COLLECTIONS MANILA

Overview

GSC Australia Collections main responsibility is to handle both Inbound & Outbound calls for delinquent Secured and unsecured products. Department’s main goal is to minimize delinquency & understand client’s financial situation to provide re-payment options.

The Opportunity:

Handle a team with Senior Collectors handling Home Mortgage Loans & General Restructuring Facility including Inter-Bank Debt Relief Programs and all related collections work. Job holder should have rich knowledge in handling complex collections queues which includes understanding of re-payment options, legal and administration task offered by AU collections.

Job Holder needs to have a good understanding of processes assigned to; allocate tasks on a daily basis to the team consisting of Collections Associates and Senior Collectors. Handle escalations, resolve queries and support team to handle customer queries / issues effectively. Plan capacity and perform volume analysis through effectively allocation of resources. Produce, interpret and analyze Management Information (MI). Ensure compliance with as per audit requirements by performing the required audit checks for the process. Provide leadership to team assigned, consistent with Group and company policies and standards.

The jobholder is required to make decisions, plan and control the team. Abide by the respective operations manuals or any other manuals/guidelines or procedures. Identify and resolve queries on a day-today basis and also able to identify problems and recommend improvements. Ensure that the process performance metrics are met.

Be proactive to put forward plans and able to prevent potential fraudulent situations. Ensures operational efficiency and monitors workflow. Prepares team capacity planning while fully utilizing the available resources. Be able to generate, understand and also interpret MI reports for business partners and GSC management.

Responsible in maintaining a team climate in which creativity thrives and processes and productivity are continuously improved. Contributes to the development of subordinates with coaching/counselling and monitoring staff competency / multi-skilling.

• To assist the Department manager in running operations.
• Work is organized and processed / completed within agreed timescales. Ongoing monitoring and review of workflow and priorities are in accordance with procedures.
• Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer Service Level Agreements (SLAs)
• Procedural changes / new initiatives are reviewed, fully communicated to and implemented by the teams under control.
• Processes are regularly reviewed to identify improvements, which will enhance operational and financial effectiveness.
• Establish and maintain effective relationship with customers and business areas and identify areas of service improvements.
• Proactively identify problem situations and resolve to give maximum customer satisfaction. Escalation used only where necessary.
• Continuously strive to improve and sustain high quality.
• Monitor customer satisfaction levels and prepare and implement action plans to improve satisfaction levels.
• Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams.
• Motivate and develop team members including specific attention to individual development or action plans as required to achieve business objectives.
• Team members are regularly briefed and made aware of individual/team performance achievements/targets.
• Complete progress reviews on performance and development plans within agreed timescales and provide ongoing feedback to senior management.
• MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales.
• To continually reassess the operational risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
• To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes.
• To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

• What you will need to succeed in the role:
• At least 12 months in a supervisory role, with exposure to appraisals, counseling, team building, and staff development.
• Experience & knowledge in assessing client’s financial situation, offering necessary programs & processing these requests.
• Background in handling Home Mortgage Loan & General Restructuring Facility including Inter-Bank Debt Relief Program.
• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle Capacities and MI reporting.
• Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements.
• Demonstrate strong analytical and statistical skills. Evidence of strong operational decision making and be able to provide analytical support to the teams.
• Process experience of successfully managing and developing individuals in a previous role.
• Evidence of process management skills with an ability to initiate process improvements.

• Excellent communication skills in both English & Local languages
• Experience in handling Collections processes & Customer Service.
• Provide high level of motivation & engagement with the team.
• Good inter-personal skills to handle customer, staff & business partner concerns.

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

• All applicants must have successfully completed their probation period
• All applicants must have met the Behaviour Gateway in the last performance appraisal
• All applicants should have served at least 18 months in their current functional role and department company
• All applicants should inform their respective line manager of their application
• Application form should be submitted via CareerLink along with the current CV
• All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date
• Have not been previously declined for the same post within the last 3 months on the date of submission of their application
• Have not been on ANY form of Corrective Action within the last 6 months from the date of application

Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:

A Very Serious Offense

"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:

c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual.”

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