Manager, Collections Support

Job Overview

Oversee all aspects of collections and recovery activities with a focus on optimizing recoveries while minimizing operational risks. Maintain audit readiness through robust processes, documentation, and adherence to internal policies and external regulatory frameworks. Manage risk by identifying and mitigating operational, financial, and reputational risks within the collections process. Collaborate with internal stakeholders (Legal, Risk, Finance) and external agencies to ensure alignment with collection strategies and compliance standards.

Balance achieving recovery targets with budget, service delivery standards, operational efficiency, and compliance.

• Develop and oversee the implementation of a comprehensive collections and recovery strategy covering all recovery-related activities.
• Ensure processes are aligned with operational policies, regulatory frameworks, and Consumer Protection Regulations (CPR).
• Design and implement programs that analyze cost versus benefit to drive higher resolution rates across products and buckets.
• Analyze portfolio performance, including Accounts Coverage Ratios (ACR) and recovery metrics, to enhance collection efficiency; break down loss forecasts into collections roll rates and recovery rates.
• Conduct cost-benefit analyses and risk assessments to identify improvement opportunities and mitigate operational risks.
• Collaborate with Finance and Collections to provide risk input on annual collections capacity requirements and budgets (FTE / incentive budgets).
• Report to senior management on portfolio performance and highlight areas of concern or scope for action.
• Identify portfolio trends and recommend corrective actions to improve recovery rates.
• Maintain audit-ready processes by implementing robust controls and ensuring documentation meets internal and external standards.
• Adhere to risk management policies and escalation procedures, ensuring timely resolution of concerns.
• Manage external recovery agencies to ensure compliance with regulatory requirements, SLAs, and alignment with the bank’s strategy; regularly evaluate agency performance and take corrective actions as needed.
• Collaborate with legal teams to manage accounts with ongoing or pending legal action; implement appropriate actions for high-risk accounts to minimize exposure.
• Ensure adherence to the bank’s operational risk management framework and CPR requirements; streamline processes, automate workflows, and implement innovative solutions to enhance collections performance.
• Optimize resource allocation and maintain adherence to turnaround time (TAT) standards for collections activities.
• Implement pre-emptive calling and early-intervention strategies to reduce flow rates and improve customer outcomes.
• Manage the internal Debt Counsellor function in line with CPR requirements, ensuring timely assessments and customer support; oversee case quality and TAT adherence.
• Monitor effectiveness of early-intervention and counselling outcomes, identify trends, and recommend improvements.
• Lead and supervise collections teams; provide training and development opportunities to enhance performance.
• Set individual and team performance targets and monitor adherence to KPIs.
• Foster a culture of compliance, accountability, and continuous improvement.

• Bachelor’s degree or higher in Mathematics, Computer Science, or Statistics.
• Preferably experiencia working in Collections.
• Experience planning capacity for the Collections team.
• Total 6+ years of experience in Collections across banks.
• Experience managing Collections portfolio, Portfolio Analysis & MIS.
• Strong understanding of Banking Operations, policies & procedures, and external economic/market environment including UAE Central Bank and other statutory guidelines.