• Analysing and reviewing the performance of all our collections and recoveries strategies
• Working with Credit Risk and Operational stakeholders to set challenger strategies that improve performance and make sure alignment in forecasts of collections performance and the impact on loss rates
• Reviewing customer feedback and outcomes that emerge from our collections and recovery activities and constantly assessing the fairness and customer perspective of how we perform
• Building out and regularly reviewing our end to end controls and oversight activities to give clarity to colleagues of what good looks like
• Designing end to end customer journeys, processes, procedures and treatment strategies
• Building a framework of reporting that provides insight into the effectiveness of our activities
• Supporting our governance structure by reporting and escalating the right data to maintain strong oversight and to understand our priorities, risks and issues
• Managing all of our recovery activity across the Bank and making sure we meet regulatory requirements for all types of customers in financial distress
• Monitoring standards of implementation and owning the Group wide outcome testing framework for collections and recoveries
• Owning the Group wide risk and control framework for collections and recovery activities and providing oversight of suppliers in this area
• Being responsible for the design and implementation of Group wide competency frameworks that underpin collections and recovery processes
• Understand the risks associated with your job and what that means for you, Indodana and all our stakeholders
• Naturally, you will have experience of leading a team in the end to end collections and recoveries lifecycle covering retail lending
• We need you to have experience of working with regulators and managing vendors and third party relationships
• You will have an extensive knowledge of the debt management industry and the relevant regulations
• We would love for you to have experience working with and influencing senior leaders across different business areas, and knowing how to translate complex and technical processes
• You will have an understanding of the different needs of retail customers and the appropriate customer journey and process for each of them
• You will need to know what is crucial when setting out a successful collections strategy, how to implement the strategy and what the success indicators are and how to set them
• In order to excel in this role, you will have experience of building a framework of reporting from scratch. You will know what good governance testing looks like and how to create it
