Senior Manager, Retail Collections

Job description

Summary Responsible for overseeing the performance of early delinquent accounts for all products. This includes the monitoring of productivity performance month on month basis, developing new strategy and close monitoring relevant activities in relation to the segments. The manager is also responsible for overall Collections Centre Operations, relevant projects for the department and ensures the collections system is performing at the required level. Duties and Responsibilities Develop and implement strategies to increase the number of successful collections on outstanding debt. Develop and implement strategies to increase the effectiveness of the collections process, collector’s productivity and management control by constantly reviewing, developing, and providing support for collection and recovery activities. Recruit, train and manage the collections team. Set targets and monitor performance of the collections team, motivate and guide Collection staff to ensure their performance is optimised and all productivity standards are at an acceptable level. Perform analysis on current performance and develop collaborative strategies and action plan to improve collection performance. Maintain a comprehensive understanding of the company’s credit policy. Identify and undertake the necessary action to solve all the relevant matters in relation to Collection Centre. Conduct risk assessment and analysis on potential clients. Perform regular audits to ensure compliance with collections laws. Ensure adherence and compliance with all internal and external policies and procedures and regulatory requirements. Conduct negotiations with debtors to establish repayment plans. Oversee and approve the write-off process for uncollectible debts Report on collection activity and accounts receivable status. Resolve high-level disputes or complaints regarding collections practices. Qualification Bachelor’s Degree in Business Administration, Accounting, Finance or relevant discipline or equivalent experience. More than 5 years’ experience in banking industry with at least 3 years’ experience in Recovery/Collection Call Centre. The ideal candidate will be skilled in negotiating and resolving conflicts, with a keen eye for detail and a commitment to adhering to company policies and legal regulations.