Assistant Manager, Collection QA and Training Jobs at Standard Chartered Bank in Colombo, Western Province

Published 10 months ago

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Standard Chartered Bank company opens jobs for Assistant Manager, Collection QA and Training positions in the Western Province region. The type of work we provide is Full-time.

The criteria for the employees we need are having Customer Service and Finance skills with Mid-Senior level experience, as well as employees who are honest, disciplined and responsible.

The estimated salary offered by this company is quite competitive around රු. 10,000 - රු. 40,000 (per month). However, the salary can go up or down depending on the company that decides it.

The Headhunters company itself is engaged in Banking and Financial Services, of course if you are interested in applying for this company, you can register immediately.

Job Information

Company:Standard Chartered Bank
Position:Assistant Manager,, Collection QA and Training
Region:Western Province, Colombo - Western Province
Job Function:Customer Service and Finance
Seniority Level:Mid-Senior level
Employment Type:Full-time
Industry:Banking and Financial Services

Job Description

Role Responsibilities


Handle Coll. & Rec. Training, QA, Call Monitoring and Complaints Management

  • Identify and make suggestions to improve collectors’ productivity
  • Followup on WM, BB & grandfather portfolios


  • Conduct staff training as per the training calendar
  • Have exams to measure the output of the trainings
  • To identify develop and continuously improve the team through coaching and training
  • To perform Call Monitoring and Field Visit Call Backs for the entire department and also to prepare MIS’s as per the given specimen
  • Update all verification activities in CACS/C400 accurately
  • Handle customer complaints according to the given TAT and feedback should be shared with CEU. Further update should be given to managers based on the severity of the incident
  • Strongly reinforce lessons learnt and discuss same with staff to avoid control failures, lack of understanding and negligence
  • Display a courteous and polite attitude at all times


  • To ensure customer calling in accordance with the standard telephone scripts provided
  • Evaluate and recommend improvements for tele collectors and field collectors
  • Ensure to action all duties assigned accurately on timely manner
  • Strengthen the discipline of staff to adhere the processes, standards and internal and regulatory compliances
  • Escalate potential complaints & staff breaches to management within 24 hours

People & Talent

  • Encourage and promote an active training and learning for collections environment to facilitate excellence in collections management

Risk Management

  • Ensure all AML/CDD policies and procedures as per group/ regulator are adhered to in conducting recovery operation
  • Ensure zero tolerance method for this aspect, within the team/unit
  • Account for compliance with operational risk, against money laundering guidelines, reputational risk, Treating Customer Fairly policy, and local regulations on collection activities including but not limited to customer data privacy, physical contact and use of third party agency guidelines
  • Take measures to continue new ORF/FRM controls to have effective operations in the unit

Make sure no exceptions have raised by RP/eAssurance team in her/their monthly/quarterly checks


  • Report any breaches or suspicious persons/relationships to local L & CFCC
  • Ensure compliance with bank policies, regulatory and operational Risk requirements
  • Strengthening relationship with the credit counselling, Financial Ombudsman, statutory authorities & the regulator

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.
  • Lead the [Sri Lanka’s Collections & Recoveries team] to achieve the outcomes set out in the Bank’s Conduct Principles:
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

  • Internal Stakeholders – Product Management, Sales, Credit initiations, Collections, Lending operations, Legal and CFCC. Interaction with these departments for joint initiatives and key business deliverables.
  • External Customers – Bank’s customers for feedback / complaints, HuB, regulators / group office / Bureau / auditors for reporting, discussion or feedback etc.



  • Should have good knowledge of collections techniques and systems
  • Should have excellent understanding of local market and legal practices
  • Liaise with Group/ HR to implement new changes in the training pack

Our Ideal Candidate

Should have good knowledge of collections techniques and systems Advanced

Should have excellent understanding of local market and legal practices Advanced

Liaise with HR/ group to implement new changes in the training pack Advanced

About Standard Chartered

We’re an international bank, nimble enough to act, big enough for impact. For more than 160 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

Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.

Recruitment assessments – some of our roles use assessments to help us understand how suitable you are for the role you’ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website


  • gain experience
  • taught first
  • Get bonus if overtime

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Company Information

Standard Chartered Bank

Standard Chartered Bank is a London-headquartered international banking and financial services company. With more than 1,200 branches and outlets across more than 70 countries, Standard Chartered Bank has become one of the world’s leading banks. The Bank specializes in retail banking services, institutional banking, Islamic banking, and electronic finance services, as well as providing corporate, commercial, and consumer banking services.

Standard Chartered Bank has a long history, tracing its roots back to the mid-19th century. The bank blends conventional banking and innovative financial solutions to serve corporate, institutional, and retail customers around the world. By doing this, the Bank has managed to build a reputation for trustworthiness, innovation, and superior customer service.

Standard Chartered Bank prides itself on its commitment to corporate social responsibility and sustainable banking practices. The bank has a number of initiatives aimed at improving financial access and addressing global poverty, such as its award-winning Microfinance program. The Bank also maintains a strong commitment to environmental conservation, and is a signatory of the UN Global Compact, a set of principles and best practices on corporate sustainability and responsibility.

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