AVP & Lead, Recovery

Key Responsibilities

• Manage the team’s assigned portfolio and achieve set financial targets in terms of collection reduction of PIL and C/C.
• Motivate and lead a team of professionals, impacting the Bank’s financial outcomes.
• Ensure maximum recoveries and turnarounds by offering and implementing creative financial solutions to assist and support customers.
• Provide financial counselling to customers approaching FAB regarding their FAB debt issues through Credit Counselling services.
• Listen and understand each customer’s requirements, initiate the most suitable proposal, and communicate the result to the customer.
• Update the customer on interim developments, if any.
• Ensure fair treatment for financially distressed customers using knowledge‑based judgement within the assigned authority.
• Offer solutions such as settlements, restructuring, etc., based on customer needs and eligibility.
• Lead restructuring negotiations with clients focusing on recovery and turnaround of highly sensitive and difficult cases, including legal action if necessary.
• Evaluate restructuring, rescheduling, workout, or write‑off proposals and recommend them for management approval.
• Ensure the collection process complies with the bank’s code of conduct and protects the bank’s reputation.
• Review the collections strategy regularly and train collectors to adapt techniques to changing legal and economic conditions.
• Maintain capacity planning and load‑balancing for the unit.
• Stay in constant touch with law enforcement agencies and external lawyers, updating the unit on anticipated legal changes.
• Minimize audit risk for the unit.
• Negotiate and work out a win‑win settlement with customers.
• Set up a strong collection infrastructure for delinquent account recovery through empanelment of external agencies locally and internationally.
• Maintain regular follow‑up with international regions to conclude settlement plans and restructuring proposals, taking necessary legal actions where needed.
• Liaise internally with multiple units (Credit-CAD-Paralegal) to ensure completion of restructuring, rescheduling, settlements, and legal formalities.
• Manage the front‑end collection team, monitor performance, update metrics, and track the number of calls made.
• Run dialler campaigns (predictive and preview) as well as voice blast and SMS campaigns for mortgage delinquent customers.
• Reduce flow rates on front‑end buckets to ensure a downward trend in delinquency rates.
• Manage escalation, complaints, customer queries, and meet customers to enhance resolution, clarify doubts, and minimize complaint rates.
• Ensure compliance with local legal and regulatory requirements, reporting any developments that may impact collection activities.
• Handle legal actions, KYC (Know Your Customer), and AML (Anti Money Laundering) requirements.

• Bachelor’s degree.
• Minimum of 8 years of experience in consumer banking with at least 5 years in a managerial role.