Agency Supervisor
2 weeks ago
**Role:** Agency Supervisor - Recovery
**Location:** Dubai
**Role Purpose:**
The Agency Supervisor is responsible for managing external collection agencies, monitoring and coaching on daily workflow and performance. This role ensures customer communications, adheres to customer expectations and requirements. Additionally, the Agency Supervisor is responsible for motivating, coaching, and developing associates to achieve optimal performance results and conducting regular performance notes. Furthermore, this role resolves customer complaints in a timely manner and completes other duties as assigned.
Key Metrics:
- Agency meetings.
- Coaching staff.
- Achieving business financial targets.
Key Accountabilities:
- To ensure that agencies' visits are conducted within the agreed Timeframe to Achieve Targets efficiently and same shall be documented to be shared with the agency.
- To monitor the agencies' performance and ensure that agencies are following standards required by ADIB.
- To conduct regular meetings by phone/visit with team members from the agency to review and provide updates on the progress, including reconciliation of allocated accounts and actions agreed during last visits.
- All work-related visits/calls made to the agency shall be documented over an email to be shared with stakeholders.
- To guide and support customers as a counselor to manage their finances/covered cards' payments (including other facilities held with the bank) along with other services like restructuring, rescheduling, and re-aging.
- To review and provide feedback for the Top 20 accounts.
- To ensure that accounts allocated to agencies are timely updated in the collections work system.
- To share customer/work-related data with agencies for assigned work as per the pre-defined process of the Collection Unit.
- To ensure all tasks assigned shall be performed as per the SOP (approved process manuals).
Specialist Skills/Technical Knowledge Required for this role:
- Knowledge of market and industry characteristics and trends.
- Knowledge of legal system, regulations, statutory requirements, and legal recovery techniques.
- Strong business acumen.
- Strong communication, analytical, and collection skills.
- High achievement in the collection department.
Previous Experience:
- At least 5 years of relevant experience in banking.
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