Vice President - Global Credit & Control Services

I have one job opportunity in Kolkata as a Vice President role for Global Credit and Control Services

Please go through the JD very thoroughly

Role Context

- Managing the contact management activity to facilitate the collection of monies on overdue accounts on behalf of across multiple product propositions to create maximum return for the Bank

- Collection activity includes various methods of contact i.e. telephone, email, SMS and correspondence

- Ability to execute role responsibilities across all serviced portfolios and standard operational functional areas within Collections Operations.

This role encompasses the contact activity to assist with providing solutions best suited to the customers- needs for Sales and Service across portfolios regionally.

- In partnership with Global Credit Control Services, Contact Management and Analytics, responsibility for design, planning and implementing contact management strategies for the region, along with working with other regional and country colleagues and group collections to ensure that the contact management strategies supports and are aligned with the overall collection & recovery policies and strategies.

- Continuous review of available MI for optimization opportunities that result in an increased contact rate.

- Interaction is primarily with the Global Head of Contact Management, regional, country and Global CM Strategy team but can extend to other partners that would include Sales, Fraud and Contact Centre within RBWM

This position will manage and lead all Credit Control Services Contact Management resources in the GSC with primary responsibilities being assisting in developing, implementing and ensuring proper execution of contact strategies and initiatives; increasing the efficiency and effectiveness of overall collections and sales results and ensure agreed upon service levels are met. The role will ensure that all risk to the bank is mitigated by having the appropriate compliance and governance procedures in place. This position will include ensuring all procedures adhere to the banks- and relevant legislator policy both to pass scrutiny in the internal and external audit environments. This position will act as a key liaison between all specifics of contact management (both on and off shore) and the business operations teams. The position will also ensure that Treating Customers Fairly principles are championed by adhering to through to conduct risk principles. The individual holder must have the ability to manage stakeholders and vendors as appropriate.

The individual in this position must have strong technical background in contact management related technologies including but not limited to outbound dialler, digital, workforce optimization, inbound/IVR, omni-channel desktop, speech, voice of the customer (VOC) and analytics knowledge reporting, machine learning and artificial intelligence (AI).

The position will be the GSC lead for Contact Management in Kolkata and Malaysia. The role will functionally report into the Global Contact Management Head but will actively engage with the Regional Contact Management teams as well as the Contact Management Strategy group. The individual will also have to coordinate standard practices with the Mexico Contact Management team.

The role will require one to manage, train and oversee the development of the staff with the GSC Contact management teams. The ability to develop the staff at a technical and operational level will be vital to the continued growth of Contact Management within the GSC's.

Principal Accountabilities: Key activities and decision making areas Typical Targets and Measures

Impact on the Business / Function

- Provide GSC oversight for all contact management channels; dialler, workforce management, inbound and digital contact channels to ensure all established collection goals, KPIs and PLAs are met.

- Work in conjunction with the Contact Management Central Team Global Credit Control Services (GCCS), Strategy Group and Regional Heads to standardize practices and ensure regional level practices and regulations are taken into consideration. Ensure that the best practice is adopted, whilst making sure the relevant regulations are adhered to.

- Work in conjunction with the Contact Management Central Team Global Credit Control Services (GCCS), Strategy Group and Regional Heads to optimize dialler and workforce management strategies and execution that will support collection & recovery performance and costs to collect improvements, taking into consideration the geographically, culturally and economically diverse countries within the region.

- Review, monitor and analyze complex work processes to develop recommendations for strategy and business process change for digital channel utilization, treatment segmentation, cross channel capabilities and systemic fulfillment.

- Employ a customer centric approach to maximize sales opportunities through the appropriate contact channel whilst have a right time, right place methodology to increase interaction with the customer.

- Improving collection rates and customer experience through the use of the right contact approach to the right customer at the right time.

- Identify opportunities that would maximize the use of all contact channels (dialler, SMS, blaster, email, and other digital channels, etc.) based upon outbound dialler FTE capacity, account volumes, seasonality, etc.

- Penetration Rates

- Contact Rates

- Abandon rates

- Flow Rates (impacting loss rates)

- Cost to Collect

- Shrinkage Rates

- Signed in and Compliance Rates

- Schedule efficiencies

- Voice of the Customer Results

- Demonstration of technical capability and regulatory compliance, which is essential to protecting our customers and

Role Dimensions:

An excellent understanding of the latest technology available in the contact world, including digital, IVR, and Inbound.

A sound working knowledge of Workforce Management.

The role has the ability to improve efficiency and profitability for the bank through the provision of an effective contact strategy combined with the efficient use of collections staff.

Flexibility of working patterns, to include up to 40% regional travel.

The role holder will be technical in nature, and this experience will assist the delivery, and building of Contract Strategies across many contact channels to leverage increased customer interaction.

Role holder must have the strong ability to understand the fluidity of the individual stakeholder needs, and ensure that commensurate focus is placed on the correct contact strategy and channel used is employed to ensure that contact is maximized. To include how to leverage the systems based on different IT, regulatory, compliance, resource limitations and business continuity challenges

Feel free to call me for any clarifications

Mandeep K Bains
+91-9810939835