AVP & Lead- Collection - Al Ain

FAB, the UAE's largest bank and one of the world's most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth. 

We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting and dynamic industry.  

The Collections Supervisor is responsible for overseeing and managing the collections team. Reporting directly to the VP of Collections, the Collections AVP will lead a team of collections specialists, ensuring the efficient and effective collection of delinquent accounts. This role requires strong leadership, excellent communication skills, and a deep understanding of financial regulations.

This position supports the NHL collections by supervising daily collection activities, managing delinquent accounts, and developing strategies to minimize future loan delinquency.
 

Essential Job Duties and Responsibilities:

• Manage a team of collection agents to meet or exceed collection targets.
• Oversee daily operations of the collections department.
• Develop and implement strategies for effective debt collection.
• Ensure compliance with all relevant laws and regulations.
• Resolve escalated customer issues and negotiate payment plans.
• Analyse collection reports and suggest improvements.
• Train, mentor, and provide feedback to collection agents.
• Collaborate with other departments to streamline processes. Monitor, train, and develop collectors to maximize results while ensuring all policies and procedures are followed.
• Hold collectors accountable to performance expectations, productivity, attendance policy, and quality scores.
• Motivate collectors to achieve success and create a team atmosphere.
• Audit collection activities to ensure maximum results and partner with leadership to recommend changes to enhance strategies to help lower delinquency.
• Conduct daily/weekly/monthly call calibrations, account reviews, and performance reviews with all direct reports.
• Manage workload (queues and dialer campaigns) to ensure daily/monthly targets are achieved.
• Supervise, mentor, and develop a team of collections agents to ensure optimal performance and professional growth. Provide coaching, feedback, and training to improve individual and team productivity.
• Collaborate with the VP/Collections to develop and implement collections strategies aimed at reducing delinquency, improving recovery rates, and achieving overall department goals.
• Monitor the aging report to identify delinquent accounts and take appropriate action to resolve overdue balances, ensuring compliance with the credit union's policies, procedures, and regulatory requirements.
• Assist members in resolving account issues while maintaining a fair and empathetic approach.
• Ensure all communications with members are professional, respectful, and in compliance with all relevant regulations. Address member inquiries, disputes, and payment arrangements to maintain positive relationships and foster member loyalty.
• Resolve complex or escalated accounts, including high-risk or high-priority members, negotiating payment plans or settlements while maintaining a high level of service.
• Prepare and submit regular reports to the VP/Collections on key performance indicators (KPIs), collection progress, trends, and challenges. Provide data-driven recommendations to improve collections processes.
• Work closely with other departments to ensure effective resolution of accounts and alignment on organizational goals.
• Stay current with industry trends and regulatory changes, recommending improvements to the collections process and systems to enhance operational efficiency and service.
• Perform other duties as assigned.

  Required Skills, Knowledge & Abilities:

  
  
• Excellent project management skills and a positive attitude.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.
• Creative and analytical thinker with strong problem-solving skills.
• Exceptional verbal and written communication skills.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) and collections systems.
• Ability to communicate effectively at all levels of the organization.
• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Ability to motivate others to achieve maximum results.
• Ability to drive results with a geographically dispersed team.
• Advanced knowledge of lending products, services, and the collections process.
• Strong leadership and team management abilities, with a proven track record of motivating and developing a team to achieve and exceed performance targets.
• Ability to assess complex financial situations and provide strategic solutions to improve collections outcomes.
• Experienced in handling legal collection matters, bankruptcies, and repossessions.
• Strong decision-making skills with the ability to handle challenging situations while maintaining a positive member experience.
• Ability to multitask in a fast-paced environment while meeting deadlines.
• Demonstrate patience, tact, enthusiasm, and a positive attitude toward all members and the general public.
• Participation in company meetings, community events, and similar engagements as ambassadors to the organization and its mission. These include voluntary and involuntary events that may occur during business hours, weekends, and evenings as announced.
• Functions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks.
• Authorised to take decisions as per the approved authorisation matrix.

Experience Required:

• Minimum 2 years of experience in collections, financial services, or a relevant field.
• Advanced proficiency with computer functions, with MS Office Suite strongly preferred.
• Ability to lead or manage 5-10 high-performing front-line representatives.
• Exceptional communication skills, including verbal, written, one-on-one, and team.
• Knowledge of collection industry regulations.
• Ability to collaborate across departments to resolve customer concerns.
• Strong leadership skills to motivate employees to achieve success.
• Excellent problem-solving skills.
• Goal-oriented, focusing on both short and long-term visions.
• Understanding of good collection practices and procedures.

Education/Experience:

• Education or experience equivalent to a Bachelor's degree Finance, or a related field, in addition to 2+ years of progressively responsible experience in collections, credit management, or a related field.
• Experienced in supervising staff and leading teams.
• Experience in a credit union or financial institution is preferred but not required.