Manager- Collections First Abu Dhabi Bank FAB

Key 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.