Alicia Meng Pik Chin

• Manage portfolio assigned by maximizing recoveries and minimizing NBD losses.
• To execute recovery strategies for in-house recoveries and outsourced collections agency services, and manage the day to day operations to meet daily, weekly and monthly recovery goals through maximization of productivity and effectiveness of the operations and supervision of collector/agencies.
• Management of structural, procedural and strategic management controls to ensure the divisions do not fail internal and external audits.
• Perform capacity planning to ensure that Unit is adequately and optimally staffed against volume.
• Ensure availability of Business Continuity Plan by identifying & retaining key risk individual(s).
• Manage portfolio assigned in the manner to maximize deliverable, while reducing costs.
• Manage staff performance & morale through various means inclusive of counseling, where deem required.
• Oversee career development plans of key resources viz. direct reports & 2 downs, to ensure robust succession planning and to build a healthy talent inventory for key positions.
• Encourage and promote an active training and learning Recovery environment to facilitate excellence in recovery performance, through measuring and motivating recovery staff.
• Accountable for compliance to regulatory policies and guidelines and the Bank Code of Conduct.
• Ensure overall smoothness in end-to-end Collections litigation and Recoveries activities for consumer delinquent portfolio.
• Periodically review practices and processes to ensure applicability and relevance.
• Ensure Supervisor(s)/Managers(s) assigned perform execute their assigned duties accordingly.

To control bank exposure to risk and financial losses through transaction monitoring and fraud detection for Cards and Internet Banking. Core responsibilities include:

• Manage and oversee shift schedule of Authorization unit to handle day to day operations.
• Ensure Authorization team exercises sound judgment in making quality credit decisions in relation to card authorization and retail internet banking transactions.
• Liaison with IT system support administrators on availability and performance of authorization system.
• Liaison with card associations on authorization related matters.
• Explore new approaches, recommend and implement any improvement in work processes to reduce cycle; time in enhancing productivity & authorization security.
• To attend to interdepartmental operational meetings on new product initiatives.
• Motivate & guide the staff to achieve higher level of competency.

• To achieve overall departmental target in terms of 30+ delinquency and 90+ delinquency and net recovery.
• To build a highly sustainable team where process improvement is the core.
• To implement collection strategies to improve/sustain collection results especially during short/festive month.
• To prepare forecast to head of department on monthly basis and ensuring the actual result is within 5% of the forecasted numbers.

Taking charge of Pre‑Impaired Loan for Hire Purchase Loans. Core responsibilities include:

• To achieve satisfactory 30+ delinquency, ensuring adherence to BNM guidelines at all times.
• To improve collection processes and ensuring satisfactory audit results.
• To build a high performance culture where focus is both on delivering the Bankʼs scorecard and driving the right set of behavior/values.
• Regular feedback to business of any related departments on services/process/practices and credit issues in support of the Bankʼs activities.

Management of mortgage impaired loans. Core responsibilities include:

• To achieve Bankʼs delinquency and cost targets.
• Delivery of any assignments assigned from time to time.
• Internal process improvement in Collections.
• Perform capacity planning to ensure that Unit is adequately and optimally staffed against volume.
• Manage portfolio assigned in the manner to maximize deliverables, while reducing costs.
• Manage staff performance and morale through counseling, where deem required.

• Managing team of 6 collection officers and 7 external agencies.
• Planning collection policies and processes and check its implementation.
• Ensure all repayment plans offered to customers are based on the latest Recovery Strategy and Guidelines.
• Ensure strict adherence to all credit policies, procedures, Bank Negara Malaysia (BNM) guidelines, compliance, information security, etc.
• Prepare weekly and monthly forecast.
• Brief staffs and external agencies on their KPI (Key Performance Indicator) progress on weekly basis.
• Encourage and train the in‑house staffs and external agencies, appraise and evaluate their performance and provide counseling for improvements.
• Do call monitoring to ensure all calls are carried out by staffs are based on the dunning script.
• To visit external agencies to ensure strict adherence to all credit policies and procedures.
• To liaise with external agencies to maximize collections.
• Handle and resolve complaint within the turnaround time.
• To ensure team targets are met on a monthly basis by in‑house team and external agencies.
• Identify and implement actions planned in‑line with management goals to achieve targeted delinquency and budget.

• Ensure team productivity/effectiveness are met according to the team target set by management.
• To assist in achieving the departmental delinquency. Eg: Flow rate.
• To ensure all letters from customers are responded to within the turnaround time.
• Ensure strict adherence to all credit policies, procedures, BNM guidelines, compliance and information security.
• Checked all the LPI (Late Payment Interest) memo and DRP (Debt Relief Program) memo are in order before submitting to the respective department for their onward actions.
• Do a weekly and monthly forecast.
• Brief staffs on their KPI (Key Performance Indicator) progress on weekly basis.
• Report to manager on the team progress on a daily basis.
• Do call monitoring to ensure all calls carried out by staff are based on the dunning script.
• To double check on staffsʼ incentive on a monthly basis to ensure correctness and accuracy.
• To recommend uncontactable accounts for skip tracing and agency assignments.

• Call and negotiate on repayment from cardholders.
• To probe for cardholders latest contact details to increase collections effort.
• To assist in achieving the departmental delinquency, NCL, Flow Rate, SOP and target set monthly.
• Provide feedback on uncontactable, runaway cases, bankruptcy, dispute cases and on any ransactions done after card cancellation to supervisor to act on the account.
• Recommend account for skip, site‑visit, investigation, relevant waivers and cancellation where necessary.
• Assist in reducing the delinquency rate and NCL to meet departmentʼs objectives.
• Ensure strict adherence to all credit policies, procedures, BNM guidelines, compliance,information security, etc.
• Practice and display exemplary service excellence at all times.