JOB PURPOSE:
Maximize recoveries on written off retail exposures through effective oversight of external collection and recovery agencies and ensure external agencies, repossession vendors, and legal partners operate in line with bank policies, compliance requirements, and service level agreements
KEY ACCOUNTABILITIES & DETAILED TASKS:
- Select, onboard, and manage third-party collection and repossession agencies, ensuring alignment with company recovery goals
- Define, monitor, and enforce KPIs and SLAs to drive agency accountability and maximize recovery performance
- Conduct regular performance reviews and implement corrective actions, including reallocations or contract terminations as needed
- Provide agencies with accurate, updated account data and clear operational guidelines to ensure effective collections
- Coordinate closely with internal collections teams to align efforts and avoid duplication, enhancing overall recovery efficiency
- Utilize data analytics and portfolio segmentation to prioritize accounts and optimize resource allocation
- Drive multi-channel debtor engagement strategies to improve contact rates and recovery outcomes
- Oversee initiation and management of legal actions through external counsel, ensuring timely and accurate documentation.
Qualifications, Experience, & Skills:
- Bachelor's degree in business administration, Finance, or related field
- +10 years of experience in collections and recovery.
- Strong knowledge of collections and recovery processes across retail portfolios.
- Expertise in agency/vendor management and negotiation.
- Solid understanding of legal processes, repossession, and liquidation of assets
