Collections Manager – Retail Banking

About the role

The Collections Manager will lead Hang Seng’s credit collection services within the Retail Banking and Wealth division. Reporting to Business Risk Management, you will ensure efficient recovery of delinquent accounts while upholding regulatory standards and fair customer treatment.

Key responsibilities

• Plan and coordinate projects such as off‑shoring migrations, process reviews, and system or manpower initiatives to maintain smooth collection operations.
• Provide timely recommendations on credit policies to adapt to a fast‑changing market.
• Initiate and manage legal proceedings against debtors, liaising with external solicitors, preparing evidence packs, and representing the bank at hearings.
• Ensure all recovery activities comply with Group standards, local regulations, and fair‑treatment principles.
• Handle bankruptcy matters with the Official Receiver’s Office or outside trustees.
• Oversee third‑party law firms, set guidelines, and monitor adherence to internal and regulatory requirements.
• Motivate and develop the collections team through training, job rotation, and performance management.

Required profile

• University degree in a related discipline or equivalent qualifications.
• Minimum 5 years of managerial experience in credit risk, complaint handling, or project management within retail banking.
• Strong understanding of portfolio management techniques and analytics.
• Excellent interpersonal and leadership abilities.
• Fluency in English and Chinese; Putonghua is an advantage.
• Ownership mindset with a focus on efficient customer service processes.

Required skills

What we offer

• Dynamic working environment with opportunities for career development.
• Competitive compensation package.
• Commitment to service excellence and a supportive culture.