Manager- Collections (Emiratized Role)

Job Description

JOB PURPOSE

The purpose of this job is to directly manage the delinquent accounts and vulnerable accounts in secured products. To ensure team performance are managed to deliver KPI in compliance to local regulations and CPR.

Key Responsibilities

Strategic Responsibilities

• Manage the team's assigned portfolio and achieve the set financial targets in terms of collections , productivity and quality of calls through lower valid complaints.
• Managing, motivating and leading a team of professionals, which has a direct and substantial impact on the Bank's P&L.
• Lead, manage and direct the assigned team in order to ensure maximum recoveries and turnarounds by offering and implementing creative financial solutions to assist and support customers.
• Lead the debt counselling discussion and review with impacted customers including legal action where necessary.
• Ensure that the collection process is carried out within the framework of CPR mcode of conduct and keeping in mind the reputation of the bank.
• Ensure capacity planning is in place and ensure optimal use of staff.
• Ensure low audit risk rating for the unit.
• Negotiate and work out a best possible settlement with the customer with a win-win approach
• Support in setting up a strong collection's infrastructure for recovery of delinquent accounts through hiring highly motivated employees, train them and equip them with tools to deliver business targets.
• Liaise internally with multiple units (Credit-CAD-Paralegal) to ensure completion of process of restructures, settlements, and legal formalities
• Coordinate with external entities and empanelled property management companies to inquire about the lease details of the mortgaged units.
• Managing front end collection team and monitor their performances, updates, and number of calls made
• Running dialler campaigns (predictive & preview ) as well as running voice blast campaigns and SMS campaign to mortgage delinquent customers.
• Reduce flow rates on front end buckets to ensure delinquency rate downward trend.
• Managing escalation , complaints, customer's queries ,and meeting up with customers for enhancing resolution and clarifying customer's doubts, and minimizing complaint rates.

Legal, Regulatory and Compliance:

• Ensure compliance with local legal and regulatory requirements and report any legal and regulatory developments which impact or may impact the collection activities / legal actions.
• KYC (Know Your Customer)
• AML (Anti Money Laundering)

Key Performance Indicators

• Adherence to Collection Policies and Procedures
• Adherence of Collection Targets / Budgets
• Ensure compliance to CPR regulations whilst dealing with Customers
• Nil High Risk Audit observations.

Qualifications

Threshold Qualifications

• Bachelor's degree Degree

Years & Nature of Experience

• Minimum of 5+ years of experience in consumer banking with at least 1+ years in a managerial role