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Frontend Collections Manager

3 months ago

Dubai, Dubai, United Arab Emirates Citi Full time
This role assists the UAE Pre Charge off Collections Manager manage the Frontend unsecured Cards and Loans Collections portfolio.

Job Background/context:

Achieve best-in-class statuses for UAE in terms of productivity, efficiency and financial performances.

  • Provide ongoing and constructive inputs to improve portfolio performances
  • Ongoing coaching and development for all supervisors and collections agents.
  • Liaise with other Collections managers/ team leaders to identify relevant training needs (with a focus on softskill training).
  • Ensure unit adherence to all controls, policies, processes and regulatory guidelines.
  • Placing customers' interests first with client obsession mindset.

Responsibilities:

  • Manage and control the Frontend portfolios and achieve flow rates and Net Credit Loss Plan
  • Manage a team of supervisor(s) and their respective collection agents to ensure all collections activities are diligently carried out, and any processes in place are in compliance to existing company policies and guidelines.
  • Work in close conjunction with the Senior Collections Manager and Collections Head on upcoming new strategies
  • Close and daily monitoring of the collections productivity and financial reports to ascertain and address any bleeps in particular portfolio cycles
  • Anticipate and recommend appropriate action plans to address potential deterioration
  • Monitor and counsel nonperformers within the team by regular coaching, and encourage top performers on an active basis
  • Awareness and adherence to GCCFRP, Global Consumer Debt Collections best practices, compliance and complaints policies.

Development Value:

  • Opportunity to work in a fastpaced environment with multiple priorities and challenging targets
  • Progression to Collections Manager
  • Lateral movement possible within other teams to learn new tasks and responsibilities
  • Progression to other units for job skill enhancement or for change.

Qualifications:

  • 8+ years experience in Collections
  • Familiarity with Collections systems (eg: CACS/dialer/TRIAD) and processes
  • Advanced knowledge of pre (and preferably post) charge off collections
  • Previously managed a team of over 10 staff
  • Ability to think out of box suggestions

Skills:

  • Effective time management skills
  • Strong knowledge of Consumer banking asset products such as credit cards and personal loans
  • Strong people management and multi tasking skills
  • Ability to influence external stakeholder
  • Strong understanding of business priorities and criticality of adherence to timelines
  • High level of understanding of controls framework and importance of escalation and transparency

Competencies:

  • Results oriented, assertive, innovative, resourceful and attentive to details
  • Ability to work in fastpaced environments, multitask and react in short timeframes.
  • Creative approach while dealing with ambiguity.

Education:

  • Bachelor's/University degree or equivalent experience
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Job Family Group:

Operations - Collections Default

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Job Family:

Core Collections

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Time Type:

Full time

  • Citi is an equal opportunity and affirmative action employer.


Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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