Associate Manager

Job Summary

• Produce daily and monthly country reports in accordance with defined SLAs.
• Ensure accurate compilation, validation, and reconciliation of data for all reports.
• Maintain proper storage, filing, and archiving of reports and associated documentation.
• Communicate effectively with internal and external stakeholders on all reporting-related matters.
• Proactively manage, troubleshoot, and resolve reporting issues as they arise.
• Collaborate with internal teams to support business and operational reporting requirements.
• Monitor, document, and escalate exceptions or discrepancies in a timely manner.
• Support continuous process improvements to enhance the efficiency, accuracy, and quality of reporting.

Key Responsibilities

The Collection CoE is a key component of GBS Ops - Collections, supporting the Consumer, Private & Business Banking (CPBB) function through Collection Reporting by:

• Extract and validate data from collections, core banking systems, and databases, ensuring high data quality and accurate historical records.
• Prepare and distribute CPBB collections reports (including regulatory and priority reports) per agreed timelines and reporting frequencies.
• Produce daily, weekly, monthly, and ad hoc MIS, portfolio, and performance reports with actionable analytical insights for senior leadership and country teams.
• Provide ad hoc data and analysis to support decision making and the management of collections operations across markets.
• Track delinquency by DPD buckets, generate recovery and efficiency reports, and support global retail collections operations through collections analytics.
• Support performance reporting and collector incentive calculations, ensuring transparency and alignment with business objectives.
• Allocate accounts to field officers, tele calling teams, and agencies; optimise tele calling operations through effective dialler administration and queue management.
• Maintain and enhance allocation logic, contact strategies, dashboards, and productivity/operations KPIs for continuous improvement.
• Prepare reports for senior management, audits, and regulatory/compliance reviews, maintaining robust audit trails and documentation.
• Automate reporting and key processes using Excel, macros, SAS, SQL, or Python to improve efficiency, accuracy, and scalability.

Strategy

• The mitigation of risk by providing accurate and timely information necessary to support management decisions.
• Protection of the Bank’s reputation. Bank’s ability to meet legal and regulatory obligations. Minimizing risk of Bank being used by money launderers.
• Ensure compliance with ALL internal policies and regulatory requirements.

Business

• Ability to formulate and comply with credit criteria.
• Ability to be highly flexible, adaptable, open-minded, responsive to the behaviour of the market.
• Comprehensive knowledge on basic banking practices, policies and relevant regulatory concerns.

Processes

• Responsible to manage the generation and delivery of daily / weekly / monthly / quarterly CPBB collection reports accurately and timely.
• Responsible to ensure that the team delivers reports accurately with adequate checks and controls are done based on the past trends.

People & Talent

• Ensuring that the necessary trainings (on-the-job or classroom) are conducted to the team and provide required job knowledge.
• Ensure quality processing and adherence to all key controls and checks.
• Responsible for handling all queries relating to the reports produced.

Risk Management

• Collaborate closely with country collections teams.
• Ensure adherence to all relevant policies, procedures, guidelines, rules, and regulations.

Governance

• Proper documentations like EUC, BIA, BCP, BID, Migration Checklists, SLAs, Recharge Documents, DOI, Change Templates etc. needs to be documented appropriately.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

Internal

• Group Collections team
• Country Collections, including Head of Collections and Tele-Collections Head
• Country Policy and CRM teams
• Collection COE team
• SBIM
• Finance and Legal teams
• Compliance and Assurance teams
• Country Operations

External

• External and internal auditors
• External collections agencies, collections partners, and vendors

Other Responsibilities

• Finding actionable insights in portfolios using trend analysis, statistical techniques etc.
• Accurate and Timely delivery of Collections Analytics dashboard.
• Enhancement of existing Dashboards and development of new MI as and when needed.
• Initiate and support Automation & Process optimization initiatives.
• Maintain and improve validation framework for error-free delivery of Dashboards.
• Support team with Adhoc data needs and root cause analysis.
• Review and commentary on key Collections ops KPIs.
• E-Learning Modules, particularly the AML E-Learning Course, Credit Practices, Basel 2 and Credit Bureau, as applicable
• Protection of the Bank’s reputation. Bank’s ability to meet legal and regulatory obligations. Minimizing risk of Bank being used by money launderers.

Skills and Experience

• 2-5 years data analytics experience in preferably in Banking / Credit Risk functional area
• Good working knowledge of SAS/ SQL /Python etc.
• Understanding of Data Science concepts / Statistical methods
• Practical experience of data driven problem solving including Predictive Modelling, Strategy building & Analysis etc.
• Candidates from other Banking KPOs, GSCs -- Analytics divisions are preferred.
• Functional knowledge of Collections. (Not mandatory, but big plus)

Qualifications

• Graduate / Postgraduate
• 2-5 years in Banking
• SAS / SQL (Advantage)
• English

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.