Head of Collections Cairo, Egypt About HSBC HSBC is one of the world’s leading banks, with a network covering 67 countries and territories.
Our global reach means we offer many ways for you to develop your career. We offer an inclusive, values-led culture, tailored learning and development programmes and competitive benefits.
We have roles in retail, commercial, investment and private banking and a range of operational and functional teams. Role Overview : Manage Egypt, Bahrain, Qatar and RBWM delinquent portfolio through different modes of contact including phone calls, SMS and external debt collection agencies to urge customers to settle their due amounts including initiating legal action in order to maximize collections, recovery and minimize loss, thus, decreasing net credit loss.
Constantly review market conditions to determine risk factors and changes in market environment, in order to develop and recommend champion challengers and changes in collection strategies to ensure more effective portfolio management.
Duties & Responsibilities :
Closely review all MI reports reflecting daily trends across different buckets, along with the operational matrix in order to ensure that GSCs and internal Tele-
calling teams are maintaining an acceptable level of performance, with more control over forward flow rates. Take corrective action in case of negative forward flow
Continuous review of Field & Debt Collections Agencies performance to ensure set targets are achieved, and there’s a better management of recoveries
For HBEG, continuously review the monthly MI report on deceased borrowers in order to ensure that the outstanding debts of deceased borrowers are being recovered through insurance companies, if insured.
In case facilities are not insured, then immediate W / O of all outstanding debt.
Close monitor of skips and left employment class for all 3 countries to ensure that that these customers were early detected and were handled according to the set strategy, moreover, discuss and finalize with Regional Analytics Team any required changes in strategy to rectify matters.
Review, understand and proactively respond to portfolio growth plans. Anticipate and identify problem areas, rapidly reacting to mitigate losses and customer impacts
Share progress on a Regional / Group level in different Forums like C26, MENAT RTB (Run-the-Bank), productionalise offers tracking, work on different initiatives to address customers in distress situations and minimize the effect of the current recession on both customer and the Bank
Conduct weekly workshops with different stake holders to deliver different initiatives under the project
Review MI related to offer efficiency to identify leakage reasons and work on amending current processes to minimize leakage
Participate in call calibrations to ensure compliance with established Call Model and Group Collections quality standards
Support the development and implementation of the Credit Control Services (CCS) management framework. Fully support new and existing global initiatives, actively participate in Collections focused when requested.
Proactively manage the relationship, performance and risks with assigned Debt Collection Agencies Suppliers(s) and demonstrate control, value and continuous improvement to the services and relationship
Periodic review of Group audit reports
Review and measure effectiveness of procedures taken to be in accordance with internal audits and quality control process.
Periodic review of collection manuals and LOA and ensure that they are in line with FIM
Develop and regularly review MSII for Collections, identify key risk indicators in order to ensure that all high and emerging risks are identified tracked and actions to mitigate those risks are in place.
Achieve and sustain compliance with Global Financial Crime Compliance policies and procedures. Achieve satisfactory Internal Audit results for Financial Crime Compliance.
Embed Global AML and Sanctions policies. Implement and embed Global Conduct Programs.
Improve employee understanding of compliance culture inclusive work environment.
Teamwork improve collaboration and connectivity across the Global Risk matrix organization
Evaluate staff abilities & skills to determine performance qualities.
Best uses the department member’s abilities and skills in favour of workflow and direct them to enhance and manage their weak qualities.
Recommend training plans to develop staff abilities and skills, to ensure career improvement for all department's staff.
Ensure staff complete abidance to HBEG values, principles and internal regulations
Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
Experience & Qualifications :
Strong experience in analytical related functions, preferably within retail operations
Proven knowledge of credit processes
Ability to work with and manage multi-disciplinary teams
Experience of managing within a complex matrix environment
Experience working across cultures
Experience of managing and coordinating a geographically dispersed team
Project management skills
Excellent English written & verbal communication skills, other languages an advantage
Retail Banking and Wealth Management (RBWM) serves millions of customers worldwide. Our employees help customers to manage their day-
to-day finances and save for the future. We offer career opportunities ranging from customer service and relationship management jobs in branches to roles in product development, sales, strategy, asset management and insurance.
There are many career opportunities in Retail Banking and Wealth Management, from customer service and relationship management jobs in branches to roles in product development, sales, strategy, asset management and insurance.
Generalist, specialist and managerial roles are available at all levels. Why HSBC? We put diversity at the heart of our business and we take our responsibility to develop our talent seriously.
Joining HSBC will give you the chance to work in a collegiate, supportive and inclusive environment in which we seek to develop and promote people based on merit.
We will provide you with tailored training and support to help you identify and follow your chosen career path, as well as access to a range of market-
competitive benefits. What to expect at HSBC
The chance to realise your ambitions
Globally connected careers
A strong emphasis on values
Learning and development opportunities
An inclusive, meritocratic culture
Global Careers Opportunities Visit our Global Careers site where you can explore our business, meet our people and find useful application hints and tips .