Sharonjit Kaur
Summary
Accomplished Assistant Vice President at OCBC Bank, I've led teams to streamline collections and enhance credit risk management, achieving 100% employee satisfaction in 2023. Expert in project management and negotiation, I've significantly improved organizational efficiency and cohesion through strategic leadership, developing customer service skills and innovative process improvements.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Assistant Vice President
OCBC Bank
08.2017 - Current
- Currently managing a team of 7 Collections Officers who are tasked to collect customer's overdue payments for unsecured consumer and business credit facilities.
- Achieve KPIs set by the department for Additional Specific Provision and Net Specific Provision
- Collaborate closely with executive leadership to align department goals with overall company objectives, resulting in stronger organizational cohesion.
- Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions.
- Successfully implemented Robotics Process Automation (RPA) solutions to stream-line processes for the review of restructuring requests. Collaborated with external vendors and stakeholders to execute this project timely and within budget.
- Achieved 100% Employee Satisfaction of my team in 2023 (result of Employee Satisfaction survey result done yearly).
- Established Business Continuity Plans (BCP) for the department with recovery strategies successfully tested yearly.
- Appointed as a certified writer for the department by adhering to bank's writing guidelines - draft and vet letters to customers, including complain letters addressed to CEO/Chairman of OCBC Bank and MPs of Consituencies.
Manager
OCBC Bank
07.2012 - 07.2017
- Appointed as Team Leader in 2015, managing a team of 8 Collections officers.
- Implemented and executed strategies to improve Writebacks and Recovery Dollars.
- Managed a portfolio of consumer and corporate client's business loans, trade & factoring facilities to improve Writebacks by closing monitoring the payment patters and following-up on overdue payments.
- Negotiate with customers/guarantors/directors of companies for acceptable repayment plans (through attending creditor meetings, one-to-one meetings with clients or phone calls).
- Investigate complaints and conduct searches (e.g. Credit Bureau and ACRA) on clients
- Took immediate and appropriate legal actions (e.g. bankruptcy and winding up actions) and follow-up closely with client's legal proceedings.
- Prepared write-off statements for ESG Singapore facilities.
- Submit LIS and LIS+ claims to insurers & IE Singapore for trade facilities.
- Successfully led a cross-functional project team with savings of $404K p.a. by streamlining the process on instructing debiting of funds from customers funds towards their overdue credit facilities.
Assistant Manager
OCBC Bank
11.2008 - 06.2012
- Managed a portfolio of retails client's terminated credit facilities and Tuition Fee Loan, with close follow-up on overdue payment.
- Negotiate on suitable repayment plan with customers to increase Writebacks.
- Maintained a high productivity standard in terms of dollars collected and call attempts.
- Liaised closely with our panel of Solicitors and outsource agencies to ensure immediate and appropriate collection/legal actions were taken to recover our debts.
- Prepared monthly & quarterly reports and write-off proposals to Institutes of Higher Learning (e.g. NUS & NTU) and MOE.
Education
Bachelor of Business Management - Business Management
Royal Melbourne Institute of Technology
Singapore Institute Of Management08-2008
Skills
- Decision making & judgment
- Issue resolution skills
- Staff management
- Recruiting and hiring
- Recruitment / human resources
- Customer service
- Negotiation
- Project Management
- Process Improvements
- Consumer Credit Risk Management
- Department policies and procedure implementation & compliance
- Process management oversight
Accomplishments
- Supervise team of 7 staff members currently.
- Won the OCBC CEO Quality Award for leading a cross-functional project
- EXSA Silver winner
- Manage a team of EXSA Star winners and OCBC GEMS award winners
Certification
- Six Sigma Certification (Green Belt)
Timeline
Assistant Vice President
OCBC Bank
08.2017 - Current
Manager
OCBC Bank
07.2012 - 07.2017
Assistant Manager
OCBC Bank
11.2008 - 06.2012
- Six Sigma Certification (Green Belt)
Bachelor of Business Management - Business Management
Royal Melbourne Institute of Technology
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