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Resume:
Name : Tamil Chelvi Sackare
Gender : Female
Nationality : Malaysian
E-Mail : ***********@*****.***
Address : No 54 Jalan Mawar 4 Puchong Perdana Selangor
Contact no : 014-*******
Company : Standard Chartered Bank (Scope International)
Job Title : Team Lead
Department : Wealth and Operation (Unit Trust)
Job Functions
Ensure all manual order for unit trust / Regular Saving Plan / Wealth accumulators are processes before the fund house cut off time and done accurately before approving in the processing system
End of day trade aggregation is done before the fund house cut off time and orders are in order before authorizing and faxed to fund house
Sent client order listing and settlement report sent to spoke countries
All subscription proceeds are paid to product partners by the settlement date
Ensure the trade details confirmed in the processing system before approving in system.
Ensure to review the list of outstanding items daily and follow up with the fund houses on non of the trade confirmation or discrepancy on the trade confirmation against order placed
Notify credit control & or Lending Operations promptly on Unit Trust Redemption with Lien by redemption date + 1 business day
Make sure that all payments for redemption proceed are paid one day after the proceeds is identify and reconciled
Make sure manual notification letters, if any are generated in good order
Ensure Unit price are updated correctly to the processing system by the stipulated SLA
Print Asset price tolerance report and Price Import Exception Report daily and all exceptions are investigated immediately.
Ensure all transaction, payment or orders maintenance are turnaround within the SLA
Replied all customer enquiries promptly
Department : Equity Settlement (Dec 2013 – Nov 2014)
Job Functions
Prepare confirmation and sent to fund house before cut off time
Ensure all trade details accurate before approve in system
Make sure manual notification letters, if any are generated in good order
Ensure all customer search are done promptly
To complete reconciliation report with clarifying the discrepancy on trade and unit holdings
Review list of outstanding items daily and ensure to follow up with fund house
Company : HSBC Bank Malaysia Berhad (October 1997 till Sep 2012)
Position : Bank Officer
Job Title : PFS* Collections and Recoveries Officer
Department : Collections & Recoveries Unit (CRU)
Year of experience : 15 years
(Note *: PFS – Personal Financial Services
1)CRU – Collection and Recoveries Back End (Role : Bank Officer)
Current job’s Principal Accountability
Maintain HSBC internal control standards
Implement and observe Group Compliance Policy
Maintain awareness of operation risk and minimize the like hood of it occurring
Major Functions & Responsibility
Assigning files to Debt Collection Agency as per matrix approved by Senior Manager
Preparing bills and invoices ( commission )
Prepare statistic to check on CCRIS reporting on the details credit report for Debt Service Ratio (DSR) computation
To do filing on the application form by status in order to easy extraction for future reference
Calling hard core customer for credit card payment
Calling special handle customer ( VIP)
To handle customer complaints and reply within SLA
To handle, manage and control the assigned portfolio as per business requirements and AOP (Annual Operation Plan) lagged delinquency targets for the year.
Portfolio Management – To manage the overall daily operations within Cards Collections in a systematic and effective manner in order to minimize credit exposures and losses as well as maintain a stable flow rate towards meeting AOP lagged delinquency targets for the year.
People Management – To plan and maintain a highly motivated and productive Cards Collections team. This is achieved by motivating and providing guidance, training and coaching to the staff under my supervision. To lead by taking up ownership of issues and foster strong teamwork by working side by side with the team.
Business Process & System – To ensure Collection’s systems (WHIRL Ecafe/CTA and Predictive Dialer / Enterprise Dialer) are optimized at all times.
Daily monitoring financial flow rate performance and ensure adequate allocation of resources in order to complete daily workload
Maintaining a highly productive and motivated Collection Team with the aid of collections tactics and strategies to achieve the expected delinquency flow rate
Acquire knowledge and interpretation of management information skills in order to adopt the required skills into daily operations and strategize work to align with business goals achievement
To assigned files to debt collections agency for recoveries
To abort the files and reassigned to another agency for recoveries
To ensure MIs & Statistics and returns being reported as per SLA set.
To ensure proper recording and filing of MIs returns
Prepare invoices for Debt Collection Agency ( commission )
Maintaining Collectors Productivity Standard – Leadership by example
Close monitoring on individual staff collections performance and key performance indicator
Manage and perform all call monitoring reviews on a timely basis
Ensure that control issues &/or gaps arising from Internal Audits, Business Risk Reviews, peer reviews, regulatory reviews, and Collections QA reviews are actioned and closed within the stipulated timelines.
Accountable for ensuring that all collectors have the right tools, equipment and material to facilitate their day to day job efficiently and effectively
Responsible for timely and clear communication of collection strategies to the collectors
Responsible for understanding dialler & system parameter settings and confirming the accuracy of those settings
Responsible for daily team briefing and communicating team’s performance run-rates against daily, weekly and monthly targets, and motivating the team towards meeting those targets and reduce attrition rate
Responsible for soliciting feedback from collectors and sharing these observations and intelligence with fellow supervisors, collections management and the Asset Disposition team, on a timely basis
Compliance, Audit and Operational Guidelines
Ensure all Compliances, Audit & Operational requirement adhered to and in accordance to Banking / Government regulations as stipulated in manuals and policies for staff and self.
Regularly review of control reports and sampling checks, recommend revisions and update where applicable.
Internal Business System and Processes
Constant review of collection strategy and parameter setting in Collections system to ensure efficiency and effectiveness.
Provide recommendation and constructive ideas to enhance Collections MI for further improvement and monitoring of Collections result as well as collectors’ performance.
To apply the best practice to maximize productivity to yield higher efficiency.
Facilitate and participate in discussion pertaining Credit & Risk management. Providing feedback and input on related issues to relevant departments.
To be cost conscious by maximizing collection effort and optimizing the system to enable work is completed within the contractual hours.
Ensure complaint resolution is performed within SLA.
Complaint/Customer Aspect
To maximize recovery opportunity by offering customers in financial distress with a special repayment terms or debt restructure programme.
Personally handle difficult customer and resolve customer’s complaint independently.
2)CRU – Quality Assurance Team ( Role Officer)
Major Function & Responsibility
Provide training for new recruits by teaching the collection system, product, and skills
To provide training/coach for existing staff to improve the collections skills and method
Conduct interview for collection department
Handling all kind of staff matter – offer letter / resignation / staff issue
To do call monitoring for new and existing staff to improve collections skills
To do call sampling ( 60 calls per day)
To review and update the LCM(Local Collection Manual) yearly
To review and update DIM ( Debt Instruction Manual) yearly
Handle customer complains related to collections and reply to them within SLA
Planed and organize department annual dinner, Team Building (to raise morale and team spirit) / Sport Activities / Refurbishment
Assist Head of Department in Ad hock project
3) CRU – Admin Support (Role Special Grade Clerk)
Major Function & Responsibility
To ensure all daily / weekly / monthly / quarterly / half yearly returns are accurate and done within deadlines
To ensure all internal and external queries are responded within deadline or alternatively a holding reply issued within SLA
To analyze and find opportunities to enhance robust MI reporting
To ensure MIs & Statistics and returns being reported as per SLA set.
To ensure proper recording and filing of MIs returns
To comply with Audit recommendations and requirements
To maintain HSBC internal control standards
Proposed Implement and observe Group Compliance Policy
Maintain awareness of operational risk and minimize the like hood of it occurring.
To display responsibility to ensure daily queue of Skip tracing Queue are completed (Un contactable customers)
To improve workflow between Collection & Recoveries and Service Providers
To prepare the department Capacity Plan / AOP forecast / Incentive scheme for Collectors on a monthly and quarterly basis
To handle department stationary
To ensure timely Staff Excess, Medical returns, Staff recruitment, Resignation and etc
Planed and organize department Team Building (to raise morale and team spirit) / Sport Activities / Refurbishment
4)PFS Debt Collections Agency (Jan 2001 – Apr 2005) (Special Grade Clerk)
Major Function & Responsibility
Assigning files to Debt Collection Agency as per matrix approved by Senior Manager
Preparing bills and invoices ( commission )
Prepare statistic to check on CCRIS reporting on the details credit report for Debt Service Ratio (DSR) computation
To do filing on the application form by status in order to easy extraction for future reference
Calling hard core customer for credit card payment
Calling special handle customer ( VIP)
To handle customer complaints and reply within SLA
.
5)PRU Personal Recovery Unit (Oct 1997 – Jan 2001) (Role Clerk)
Major Function & Responsibility
To assist processing of post dated cheques for bad Debt Customer
Calling VIP customer for credit card payment
To assist in processing of Cards Reinstatement
To assist checking CTOS
To handle administrative functions within the department
To do filing, stationery indent, Overtime returns and leave management
To assist other departments (MYH CDA, MYH CCP and MYH CAE) when necessary
To assist head of department to do department filing.
Company : Great Eastern Agent Association Of Malaysia
Position : Clerk
Department : Accounts Department
Year : 1996-1997
Courses and Training attended
Coaching programme for collections supervisor
Performance Conversation
Fundamentals of Coaching
Officers Orientation Course
TPM Focus Group
WHIRL Overview Training (0.3D)
Taking Charge of Change & Plan
Building Personal Effectiveness
Collections Skills Workshop
Cyber System
Skills and qualities
Strong communication and interpersonal skills – capable to interact, communication with all levels of people.
Strong analytical, planning and organizing skills- capable to create a strategic management environment.
Excellent self-management/oriented– I have been described as hard working, committed, self-disciplined, fast learner, cooperative, systematic, independent, good team player and leader, always taking the initiative to go the extra mile, highly motivated and an enthusiastic person.
Functional skills – capable and good in managing resources, understand systems and apply correct application accordingly, understand and ensure all Compliances, Audit & Operational requirements are adhered to, teach and lead others, and able to work with cultural diversity.
PC Knowledge- Ms Office, Lotus Notes,
Achievement/Rewards & Recognition
Ensured a smooth, efficient operations, workflow improvement and reengineered work processes in Admin Support
Promotion gained (Clerk – Special Grade - Officer)
Shares received as a reward for work integrity (due to help other department within PFS)
Received cash voucher for meeting team target
Best Performer in Collection Department ( Year 2007)
Level : Diploma in NCC
Field of Study : Computer Studies
Language
Spoken
Written
Tamil
10
10
Bahasa Malaysia
10
10
English
10
10
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