Collections and Hardship Strategy Manager

Sydney, New South Wales, Australia
21 Mar 2019
06 Apr 2019
Job role
  • Primary Location: Australia,New South Wales,Sydney
  • Education: Bachelor's Degree
  • Job Function: Risk Management
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 19005742


Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Citi's Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress We strive to earn and maintain our clients' and the public's trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
The Collections & Hardship Strategy Manager is a key position within the Unsecured Risk team and is responsible for analytics to manage collections and hardship strategies for Citi's unsecured portfolio - Credit Cards and Ready Credit.
This role has high visibility that requires interaction with collections, credit operations, legal & compliance and risk stakeholders at a local and regional level while delivering strategies and proactive insights to manage credit losses within Citi's Risk appetite framework.
Key accountabilities include:
  • Responsible for the development, execution and management of all strategies, reporting and analytical needs for collections and hardship team managing unsecured consumer credit cards and loans
  • Analyse and define key segmentations for collections and hardship risk reporting and analytical focus and in turn identify and interpret trends or patterns to drive collections and hardship strategy and policy enhancements
  • Create and manage a series of Collections and Hardship Risk KRIs with defined triggers and limits that support a bottom up approach to the bank's risk appetite
  • Design, develop and manage a suite of collection and hardship risk reports and dashboards
  • Create monthly analysis presentations documenting trends and insights for Collections Oversight Forum
  • Develop, maintain and manage the collections strategies and loss mitigation programs & procedures for hardship and non-hardship customers in line with the Citi's global standard and local regulations
  • Maintain the collections strategy documents and the delegation matrix for the loss mitigation programs
  • Ensure timely completion of regional deliverables including annual loss mitigation program review, performance monitoring, portfolio quality review and any other ad hoc deliverables
  • Liaise with internal stakeholders, keep them abreast of credit performance and proactively drive actions as necessary Ensure clear communication of priorities/deliverables to manage expectations
  • Present results of analysis to internal customers including senior and Regional management where applicable


  • University degree (Quantitative Academic qualification preferred)
Key skills and experiences required:
  • Minimum of 7+ years in similar roles
  • Strong analytical and data mining techniques - such as SAS programming, decision tree tools and advanced Excel
  • Ability to apply numerical and analytical skills to support ideas and collections performance tracking
  • Data mining skills to a high level of complexity
  • Ability to apply complex models to measure risk
  • Industry knowledge of unsecured lending and risk management
  • Experience in portfolio risk analysis with emphasis on collections related data (preferred)
  • Proven experience in analysing collection data and summarising and presenting findings
  • Ability to present analytical trends into meaningful actionable strategies while thinking holistically
  • Ability to multitask and manage priorities with minimal supervision
  • Strong organisational skills: planning, follow-up, execution skills to drive intended results in a high pressure environment
  • Ability to present technical information to non-technical audience
When you work at Citi, you will be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and use the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi Australia is an Employer of Choice for Women and supports a flexible work environment.
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