Talent management:
CCO function, responsible for underwriting and collection activities, has been established since beginning of 2015. This is also aligned with the regional model. New collection head and other key collection team lead for mortgage joined in Q1-Q2 this year.
Capacity remains a challenge in light of the hiring freeze despite new tasks identified due to ROM.
Skill and competency: For Auto Loan, there is still room for improvement in terms of staff operational risk awareness. Collection staff skill-set for mortgage and unsecured lending is also an area that business can improve on.