Transactional Team Leader

Req ID: 7406

Job Description:

Summary

Responsible in supervising the collection/recovery performances of the in-house calling team. This includes reviewing/monitoring the team’s dunning activities i.e. calling activities, SMS, letter, legal action and other related strategies for the recoveries of Bad Debt Recovered (BDR).

Duties and Responsibilities

To maintain and improve collection recoveries, effectiveness & productivities by reviewing, developing and providing support to the team consistently.
To perform timely review of account as to provide guidance to the team on the next cause of action.
To ensure collection actions i.e. calls, SMS, letter is conducted per approved collection strategy.
To train, monitor and guide the team to ensure that their performances are optimized and all productivity standards are at an acceptable level.
To practice and displays exemplary service excellence at all times.
To manage any customers complaints, evaluate and escalate to superiors in timely manner.
To prepare monthly incentive target/payout template.
To perform call review in ensuring calls made by the team are in line to the guidelines.
To monitor leave plan and daily capacity of the team.
To review collections report in ensuring target are met by the team/staff. If targets are not met, to ensure coaching and relevant action is taken to manage non-performance.
To conduct performance feedback session with non-performers on monthly basis.
To conduct relevant training/briefing to the team.
To ensure submission of any reports required within the timeline provided.
To liaise with other unit(s) to ensure Collections activities can be carried out effectively and efficiently.
To provide feedback to superior on the unit’s performance together with action plans to improve the team performances.
To involve any special task/project given by superiors from time to time.
To manage/escalate any requests/inquiries by the team to superior.
To ensure strict adherence to all the policies, procedures, BNM Guidelines, IFSA, PDPA, compliance, information security, etc.
To ensure adherence to the Bank's code of conduct, collections guidance note and/or any relevant policy & guideline provided by regulator/Bank Islam.
To ensure adherence and compliance to all internal policies/guidelines and external regulatory requirements.
Any other duties/assignment as and when directed/assigned by the superior as per business requirement from time to time.

Qualification

Diploma/Degree in any related discipline or equivalent experience.

Years of Experience

Minimum 2 years of experience in collections & recoveries.

Specific Skills/Knowledge and Certification Required

Good communication and interpersonal skills.
Candidate with track record in supervising a collection team/staff will be an added advantage.
Ability to lead a team towards achieving the desired goals.
Fully motivated, a target-oriented person & able to work well under pressure.
Able to multi-task, highly numerate with good attention to detail.
Results driven.