Key Responsibilities

Strategy
• Develop and execute end-to-end collection strategies for delinquent Business Banking accounts to hit Net Credit Loss (NPL) and recovery targets.
• Oversee management of past-due accounts, focusing on early intervention and specialized recovery for high-value exposures.
• Manage the end-to-end guarantee claim process for SJPP and CGC, ensuring high accuracy in submissions to avoid claim rejections to recover the guaranteed portion (often 70% to 90%) after a borrower defaults.
• Approve and lead the formulation of debt restructuring and rescheduling (R&R/SDRS/SAPS) proposals in accordance with bank and regulatory guidelines.

Business
• Conduct regular portfolio reviews with Business Heads, Risk Officers, CI and Fraud to provide insights on delinquency trends and emerging risks in specific SME sectors.
• Prepare and present aging reports, recovery trends, claim status updates to Senior Management
• Act as a technical advisor to Relationship Managers on the recoverability of SJPP-guaranteed facilities during the review process

Processes
• Identify and execute workflow re-engineering to simplify the claim and recovery process, reducing the turnaround time (TAT) for SJPP/CGC payouts.
• Manage the Management Information Systems (MIS) for collections to provide real-time reporting on recovery performance and claim statuses.
• Enhance existing Standard Operating Procedures (SOPs) to reduce
manual errors in SJPP/CGC reporting.

People & Talent
• Build and coach a high-performing collections team by strengthening technical capability, ownership, and accountability across SJPP/CGC claims, recovery strategy, and governance disciplines.
• Drive talent development, succession planning, and continuous learning to ensure team resilience, sustainable performance, and readiness for evolving portfolio and regulatory demands.

Risk Management
• Direct legal recovery actions, including civil litigation and asset foreclosure, ensuring they are executed within the timelines required by Guarantee Providers(SJPP & CGC)
• Monitor external legal counsel and debt collection agencies to ensure performance aligns with Standard Chartered’ s Code of Conduct and Service Level Agreements (SLAs).

Governance
• Ensure all collection activities comply with the Code of Banking Practice and the bank’s internal Operational Risk Framework.
• Oversee the refund of guaranteed fees on a pro-rated basis upon account termination or settlement, ensuring client and scheme compliance.
• Ensure all "standard actions" and claim conditions (e.g., timely notification of default, specific letters of demand, site visits) are documented and strictly met to satisfy SJPP/CGC claim requirements to avoid rejection.

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
• WRB Head – Business Banking, WRB Head Product & Governance
• WRB Country Credit Head CCH, Head-Credit Risk Management
• WRB COO, Head Credit Initiation, Head-Fraud Risk Management
• Group Collections Partners

Other Responsibilities
• Client focus: Treat customers fairly while applying disciplined recovery actions.
• Integrity: Uphold strong governance, compliance, and transparent decision-making.
• Accountability: Own portfolio outcomes, claim accuracy, recovery timelines, and risk escalation.
• Collaboration: Partner effectively with Business, Risk, Legal, Operations, SJPP, CGC, and recovery partners.
• Continuous improvement: Strengthen process discipline, data quality, automation, and capability building

Skills and Experience

• Claim Management Guidelines
• Guarantee Fee Management
• SME Financial Analysis for R&R
• Technical assessments on collateral values and security adequacy
• AI / Co-Pilot

Qualifications

• Education: Bachelor’s degree in Banking, Finance, Accounting, Business Administration, Economics, Law, or a related discipline; postgraduate qualification is an added advantage.
• Training Scheme Expertise: Deep knowledge of SJPP Government Guarantee Schemes and CGC Biz Jamin requirements.
• Licenses: Relevant banking, credit, risk, recovery, legal, or compliance certification is preferred, including AICB, CCP, or equivalent professional programmes.
• Membership with recognised banking, credit, risk management, accounting, legal, or recovery-related professional bodies is an advantage.
• Certifications: Relevant banking, credit, risk, recovery, legal, or compliance certification is preferred, including AICB, CCP, or equivalent professional programmes.
• Languages: English, Bahasa Malaysia, Mandarin

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.