AVP Agency Management - Secured Collections

Job description

**Some careers open more doors than others.** If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. **Business Description** Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra-high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Private Banking and Insurance. **We are currently seeking an experienced professional to join the team.** **Job Title:** AVP – Agency Management (Secured Loans Collections) **Job Summary (Secured Loans / Mortgage-focused)** - Own end-to-end collections and recovery for a **delinquent Secured Loans portfolio (Home Loans/Mortgages)**, driving resolution outcomes in line with **regulatory and HSBC conduct expectations**. - Lead **agency-managed collections**: set strategy, allocate work, govern performance, and ensure disciplined execution across delinquency stages (early, mid, late, NPA). - Drive **NPA legal recoveries** with strong working knowledge of secured recovery frameworks and processes: **SARFAESI / DRT / Civil / NCLT**, including coordination with empanelled legal counsel. - Act as the key liaison for **legal counsel and internal stakeholders** to manage the legal journey from identification to enforcement, ensuring documentation quality and process adherence. - Maintain robust **risk and control** practices (conduct, reputational, operational, ISR/outsourcing governance), ensuring customer fairness and audit readiness. - Drive vendor outcomes measured through **Money Recovery Rate (MRR), Flow Rates, Loss Rates, GCL, Provision releases/saves**, productivity and cure performance. - Ensure adherence to **C19 & C23 Agency Management Standards**, HSBC internal controls, and timely closure of internal/external audit and regulator findings. **Principal Responsibilities** **1) Collections Performance, Agency Governance & Legal Action (Secured Loans)** - Set monthly/quarterly performance targets for **Debt Collection Agencies (DCAs)** aligned to portfolio strategy and business requirements. - Build and execute recovery strategies across buckets, including **field collections governance**, settlement frameworks (where applicable), and targeted drives for high-risk cohorts. - Monitor and manage DCA performance against KPIs: **MRR, roll/flow rates, GCL, recovery yield, resolution TAT**, and quality metrics (complaints, breaches, audit findings). - Identify accounts suitable for escalation and **initiate legal action** under **SARFAESI/DRT/Civil/NCLT** in partnership with legal counsel and internal legal teams. - Own governance of the **end-to-end legal journey** on NPA accounts: case hygiene, documentation readiness, hearing updates, milestone tracking, vendor/counsel management and reporting. - Ensure all collection activity complies with **HSBC Customer Fairness Principles**, including **vulnerable customer considerations** and appropriate communication standards. - Maintain accurate, timely updates of actions, outcomes and next steps on the **collections system**, ensuring data integrity for reporting and provisioning. - Conduct structured performance reviews, call listening/field audits (as applicable), and provide formal feedback and corrective actions to DCAs. - Collaborate with Risk, Operations, Branch/Distribution (if relevant), Legal, Complaints, Finance and Analytics teams to remove bottlenecks and improve recovery outcomes. **2) Operational Effectiveness, Risk & Control (First Line)** - Maintain HSBC internal control standards and comply with Group Compliance Policy; ensure timely implementation of internal/external audit recommendations and regulator observations. - Ensure DCAs comply with **Information Security Risk (ISR)** requirements and outsourcing governance expectations. - Run the business in line with relevant manuals/standards: **DIM / RG / LCM / DCA guidelines** and HSBC Customer Fairness Principles. - Manage customer escalations within defined timelines (e.g., 24 hours) and partner with **Customer Complaints** to control upheld complaint rates within threshold. - Monitor for potential fraud indicators and provide actionable feedback to Risk teams. - Maintain and update outsourcing/service provider records (e.g., **Archer**), including service levels, cost governance and performance MI. - Validate billing accuracy and approve/endorse vendor invoices per policy before payment processing. - Conduct annual risk evaluations and financial capacity reviews of service providers; retain documentation and evidence for audit. - Complete all **First Line of Defence (LoD)** activities on time, with clear evidence and tracking. **Key Skills & Experience (make the “secured loans” requirement unmissable)** - 5+ years’ experience in **Secured Loans Collections (Home Loans/Mortgages)** with strong exposure to **agency/vendor management**. - Hands-on knowledge of **secured recovery legal processes**: **SARFAESI, DRT, Civil, NCLT** and practical case lifecycle management. - Strong understanding of collections regulations, conduct risk, customer fairness, and outsourcing/vendor governance. - Proven ability to drive recovery performance using KPIs such as **MRR, roll rates, GCL, resolution TAT, provision saves/