Director, Head of Collection & Recovery

Job Summary

The role is responsible for leading the Collections & Recovery function, setting and approving strategies to achieve roll-rate, charge-off, and recovery targets while tightly managing departmental costs and resources. It oversees governance, including timely closure of audit and regulatory findings, accurate and timely MIS, reporting, reconciliations, and strict adherence to internal policies and central bank requirements. The position drives continuous process and capability improvement, including tools, systems, and training, and maintains an effective organisation structure, capacity planning, and succession pipeline. It also manages key internal and external relationships, including risk, business, legal, regulators, and collection partners, to support effective collections performance and robust risk management.

Key Responsibilities

• Approve collection and recovery strategies to meet roll-rate goals, reduce charge-offs, and maximize net recoveries.
• Ensure timely closure of issues arising from audits, risk reviews, and regulatory inspections.
• Oversee collections performance and cost MIS/KPIs to support effective performance management.
• Manage and control all costs/expenses of the Collections Department, ensuring accurate balances and accruals.
• Share market intelligence and behavioural insights with Retail Risk and Business to support policy and strategy updates.
• Approve and oversee external collection partners, including repo agencies, field collectors, and litigation firms.
• Manage costs within budget and forecast, understanding drivers, trends, and variances, and ensure accurate submissions to finance.
• Drive continuous process improvement, enhance collection techniques, tools, and systems to maximize efficiency.
• Maintain an organisational structure aligned with Group’s target operating model for collections.
• Oversee career development and succession planning for key roles to ensure sufficient bench strength.
• Lead capacity planning to ensure adequate resources to meet collections objectives.
• Promote a strong training and learning culture to support excellence in collections management.
• Empower managers with appropriate decision-making authority for efficient execution of daily operations.
• Collaborate with Collections MIS & Strategy to design Champion/Challenger tests and improve collections and recovery processes.
  
  

Skills And Experience

• End-to-end Retail Collections and Recoveries management (Tele, Specialized, Field) within Budget.
• Strong Retail Credit Risk, Policy, Forbearance, Regulatory and RMF (BORC / CORC / KRI) expertise.
• Robust controls on reconciliations, CST/ Health checks, KRIs and Internal / Regulatory reporting.
• Effective Stakeholder Management across Risk, Retail, Operations, Legal, Compliance, IT, Finance, HR and Regulators.
• Proven leadership of large, dispersed teams, with focus on performance, coaching and talent development.
• Strong, data-driven decision making, with continuous process improvement and control enhancement.
  
  

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.