About this role
This role combines two responsibilities. You lead a team of credit counselors: allocating accounts, monitoring daily activity, reviewing calls, coaching, and intervening where performance falls short. You also manage a portfolio of your own, generally the escalated and higher-value accounts. You report to the Group Manager, and are accountable for the team's performance as well as your own.
Responsibilities
- Lead a team of credit counselors, and account for what the team recovers
- Allocate accounts and monitor daily calling, follow-up and recovery activity
- Manage a personal portfolio alongside the team's, including escalated accounts
- Coach through call monitoring and individual feedback, not through reporting alone
- Identify where performance is falling short, and intervene early
- Negotiate settlements and repayment plans on cases requiring your involvement
- Maintain accurate and timely daily, weekly and monthly reporting
- Work within UAE Central Bank requirements and client policies, and hold the team to the same standard
- Support client reporting, and handle escalations through a structured process
- Identify retention risks within the team and address them before they materialise
Requirements
- Three to five years' experience in collections or credit
- One to two years supervising or leading a team
- The ability to carry both a team and a personal portfolio without either suffering
- Strong negotiation and communication skills
- Confidence with reporting: producing it, interpreting it, and acting on it
Nice to have
- UAE banking collections experience
- Experience coaching credit counselors rather than managing them alone
Interested? Send us your CV.
It takes a few minutes, and it goes directly to the people responsible for hiring.