Manager, Collections Support

JobsCloseBy Editorial Insights

CBD in Sharjah is hiring a Manager, Collections Support onsite to oversee all aspects of collections and recovery, optimise recoveries while minimising operational risks, and maintain audit readiness through robust processes and regulatory alignment. The role collaborates with Legal, Risk and Finance and external agencies to ensure compliant, cost-effective strategies that meet targets without compromising service levels while driving process improvements and SLA adherence. Key responsibilities include implementing a comprehensive collections strategy, conducting cost-benefit analyses, monitoring portfolio performance and recovery metrics, and ensuring CPR compliance and strong risk controls. Requirements: bachelor’s in mathematics, computer science or statistics, 6+ years in collections across banks, portfolio analysis and MIS, capacity planning, and UAE regulatory knowledge. Tips: tailor your resume to show cross-functional leadership, quantify recovery gains, highlight early intervention and debt counsellor management, and demonstrate audit readiness.

Description

JOB PURPOSE

• Responsible for overseeing all aspects of collections and recovery activities, focusing on optimizing recoveries while minimizing operational risks.
• Maintains audit readiness through robust processes, documentation, and adherence to internal policies and external regulatory frameworks.
• Risk management is a critical component, involving the identification and mitigation of potential operational, financial, and reputational risks within the collections process.
• Collaboration with internal stakeholders (Legal, Risk, Finance) and external agencies is vital to ensure alignment with collection strategies and compliance standards.
• Balances achieving recovery targets with maintaining budget, standards of service delivery, operational efficiency, and compliance.

PRINCIPAL ACCOUNTABILITIES  

• Develop and oversee the implementation of a comprehensive collections and recovery strategy encompassing all recovery-related activities in the bank.
• Ensure processes are aligned with operational policies, regulatory frameworks, and Consumer Protection Regulations (CPR).
• Devise Champion Challenger programs showing Cost Vs Benefit analysis driving higher resolution rates across products and buckets.
• Analyze portfolio performance, including Accounts Coverage Ratios (ACR) and recovery metrics, to enhance collection efficiency. Break down the Loss forecasts into collections roll rates and recovery rates.
• Conduct cost-benefit analysis and risk assessments to identify areas of improvement and mitigate operational risks.
• Work closely with Finance and Collections, to provide risk input on annual collections capacity requirements and budgets (FTE / Incentive budgets).
• Apprise senior management with Portfolio performance and recommend areas of concern or scope.
• Highlight key 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 adherence to compliance, regulatory requirements, service-level agreements (SLAs) and alignment with the bank’s strategy.
• Evaluate agency performance regularly and take corrective measures to optimize recovery outcomes.
• Collaborate with legal teams to manage accounts with ongoing or pending legal action.
• Address high-risk accounts by implementing appropriate actions and controls to minimize exposure.
• Ensure adherence to the bank’s operational risk management framework and Consumer Protection Regulations.
• 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 appropriate customer support.
• Oversee Debt Counsellor case quality and TAT adherence.
• Monitor effectiveness of early‑intervention and counselling outcomes, highlighting trends and recommending improvements.
• Lead and guide collections teams, providing training and development opportunities to enhance performance.
• Set individual and team performance targets and ensure adherence to key performance indicators (KPIs).
• Foster a culture of compliance, accountability, and continuous improvement.

Requirements

QUALIFICATIONS & SKILLS

• Bachelor’s degree or higher in the field of Mathematics, Computer Science or Statistics
• Preferably should have the experience of having worked in Collections.
• Should have experience to plan capacity for the Collection team
• Total 6+ years of experience in Collections function at various levels probably across banks.
• Should have managed Collections portfolio, Portfolio Analysis & MIS
• Strong understanding of Banking Operations, policies & procedures, External economic/market environment including UAE Central Bank and other statutory guidelines.