JOB PURPOSE:Responsible for defining, monitoring, reviewing and documenting collections strategy, its implementation and process enhancements relating to retail (consumer) lending products, which include Personal Loans, Credit Cards, Auto Leasing and Mortgage. Lead the development of innovative collections strategies aligned with the bank's risk appetite, market conditions, and digital transformation goals. Set the direction for collections operations in line with approved strategy rather than simply executing existing approaches. Drive and manage the efforts to control delinquency, write offs, provisions, default rates, improve recoveries, customer experience and overall collections practices through cost effective approach, automation, system management, strategy enhancement, risk segmentation, utilizing model for collections, data analytics and digitization of collections.
KEY ACCOUNTABILITIES & DETAILED TASKS:1- Retail Credit Policies & Retail Risk Strategies:Lead collection system related projects for process & strategy enhancement through data-driven, customer-centric approaches that balance cost efficiency with recovery optimization, whilst controlling delinquency, provision, write offs & recoveries. Lead collection operations reviews to oversee collection strategies and ensure keeping all stakeholder well-informed of performance & highlight opportunities for optimization. Process reengineering through system driven approach and maximum automation. Suggest & lead strategic initiative to enhance collections capabilities in line with bank’s long-term objective to support continuous business growth. Implement advanced analytics including predictive modeling, champion/challenger testing, and machine learning algorithms to optimize collection strategies, segment customers, and customize treatment paths.2-Retail Credit Quality:Ensure that collections strategy, initiatives and related processes are reviewed and updated in a timely manner to align with the portfolio targets to control delinquency, write offs, provisions, default rates, improve recoveries and customer experience. Ensure key risk indicators are defined, controlled, monitored, aligned with risk appetite & regulatory requirements. Develop collections approaches that preserve customer relationships and lifetime value through empathetic, solution-oriented interactions while maintaining recovery efficiency. Lead digital transformation initiatives to enhance collections capabilities through AI, machine learning, and advanced analytics3-Retail Programs & Campaigns Credit Risk Management:Identify, develop & implement collection & recovery strategies and initiatives utilizing various tools and channels e.g. SMS, email, agency, natheer triggers, bank apps, event driven etc. Develop and implement omnichannel collections strategies with emphasis on digital-first approaches, self-service options, and automated engagement sequences to improve customer experience and operational efficiency. Establish comprehensive KPI frameworks that balance recovery metrics with cost efficiency, regulatory compliance, and customer experience measures to drive balanced collections outcomes.4-Internal Bank Policies & Regulatory Compliance Assurance:Ensure the correctness and documentation of approved collections strategies, initiatives and related processes are within bank governance standards and comply with Bank policies, standards and with other regulation mandates. Continuously benchmark collections practices against industry standards and leading global practices. Identify and implement innovations from within and outside the banking industry to maintain competitive advantage.5-Reporting:Ensure data analytics are performed for collections & recovery portfolio to support enhancements in monitoring, reporting and taking timely decision to optimize strategies & processes.6-Policies, Processes & Procedures:Ensure collections strategies, initiatives and related processes are developed in a timely manner with due consideration of the prevalent market environment, collections portfolio and internal targets Lead model development projects with relevant stakeholders towards collection portfolio segments using internal & external source of data.7-Anti-Fraud Prevention:Adherence to all regulations and control functions within the bank in order to ensure that governance, Audit, and compliance, fraud detecting and combating matters are carried out.8-Related Assignments:Ensure effective communication exists for supporting collections, business and other staffs on collections strategies and initiatives. Present retail credit point of view in meetings / initiatives related to collections strategies, project and bank initiatives. QUALIFICATIONS, EXPERIENCE, & SKILLS:Minimum Qualifications:Bachelor's degree in business or equivalent business experience required. Good to have qualifications: CCXP (Customer Experience Professional), PMP (Project Management Professional), CRCM (Certified Regulatory Compliance Manager), CFA, or relevant advanced degree (MBA, MS in Analytics). Minimum Experience:10-15 years’ experience in the consumer lending products, collections, portfolio analytics, portfolio management and credit policies & strategies formulation.
Job-Specific Skills:Portfolio analytical skills. Working knowledge of data visualization tools, analytics languages (SQL/SAS/Python), and project management methodologies. Regulatory Knowledge. Deep understanding of collections-related regulations, compliance requirements, and industry standards. Experience navigating regulatory examinations and implementing compliant collections practices. Accountability Stress tolerance Business acumen Communication skills (both written and verbal). Exceptional ability to communicate complex strategies and performance metrics to executive leadership. Experience presenting to board committees and translating technical concepts into business value propositions. Disciplined Problem solving skills Interpersonal skills. Ability to build collaborative partnerships across business units including credit, operations, IT, legal, and customer experience to implement holistic collections strategies that align with organizational objectives Leadership skills. Demonstrated ability to lead organizational change, particularly in implementing new collections strategies, systems, and operating models. Experience in managing resistance, building stakeholder buy-in, and driving adoption of new approaches. Systems processes knowledge. Experience with collections management systems, workflow automation tools, and analytics platforms.