AVP, Collection Analytics & Transformation

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. Purpose of the role: Responsible for driving data analytics, automation, artificial intelligence (AI) and digital transformation initiatives across Consumer and Small Business collections. The role focuses on leveraging data, technology and process innovation to enhance collection effectiveness, improve operational efficiency and customer engagement, and support the transformation of collection systems and operating models. The incumbent will evaluate and facilitate the adoption of Group-developed solutions and emerging technologies, ensuring alignment with local business requirements, regulatory expectations and operational objectives. What you will be doing: Lead portfolio analytics and performance monitoring to identify collection trends, customer behaviour patterns, recovery opportunities and operational improvement initiatives, translating insights into actionable recommendations for management. Develop and enhance collection strategies, performance reporting and management information capabilities through the effective use of data analytics, supporting improved recovery outcomes, resources optimization and operational efficiency. Drive analytics, AI and digital transformation initiatives across the collection function to enhance productivity, customer engagement, operational effectiveness and decision-making capabilities. Evaluate and support the adoption of suitable Group-developed solutions and/or emerging technologies, including AI-driven customer engagement solutions, conversational technologies, speech / predictive analytics, workflow automation, auto dialer and collection platform, considering local business needs, regulatory requirements and implementation readiness. Conduct business analysis, feasibility assessments and proof-of-concept initiatives for automation, AI and technology-enabled enhancements, and formulate recommendations and implementation roadmaps for Hong Kong operations. Lead and support system development and transformation projects relating to collection platforms, workflow automation, management information systems and digital servicing capabilities, collaborating closely with Technology, Operations, Group and the relevant stakeholders. Identify opportunities for process re-engineering, workflow automation and productivity enhancement to streamline operations, reduce manual effort, strengthen controls and improve service quality. Keep abreast of industry developments, regulatory expectations and market best practices in analytics, AI, collections and digital banking, and recommend suitable initiatives that support the Bank's strategic objectives and transformation agenda. What are we looking for: University degree in Information Technology, Computer Science, Risk Management, Mathematics or Statistics or related disciplines. 5 to 10 years of proven experience in data analytics, business intelligence, process automation, digital transformation, customer engagement technologies or AI related disciplines. Demonstrated experience in assessing, piloting or implementing technology solutions that enhance operational efficiency, customer outcomes and business performance. Sound understanding of banking operations, regulatory requirements and industry best practices relating to consumer banking and collections would be an advantage. Strong analytical and problem-solving skills, proficiency in SQL, Python, Power BI or other data visualization and analytics tools. Good project management, stakeholder management and presentation skills. Proficiency in both written and spoken English and Chinese. Self-motivated, proactive and results-oriented, with the ability to identify improvement opportunities and drive initiatives from concept to implementation. Passionate about innovation, data analytics, AI and digital transformation, with a strong interest in leveraging technology to enhance collection effectiveness and productivity. A collaborative mindset with proven ability to drive change and work effectively with diverse stakeholders across the organization. #LI-SL1 What we offer: Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.