Head of Pre Write-Off Collection

Job Purpose:

The Head of Pre Write-Off Collection is responsible for leading and overseeing all collection activities prior to write-off, with the objective of maximizing recoveries, minimizing credit losses, and ensuring compliance with regulatory and internal policies. The role focuses on developing effective collection strategies, managing delinquent portfolios, improving cure rates, and driving team performance through strong governance, analytics, and customer-centric recovery approaches, while aligning with the organization’s risk appetite and regulatory requirements. 

Key Responsibilities:

• Develop and implement pre-write-off collection strategies to reduce delinquency levels and maximize recoveries across all early, mid, and late-stage delinquent portfolios.

• Oversee day-to-day collection operations, ensuring timely and effective follow-up on overdue accounts prior to write-off.

• Monitor portfolio performance, including roll rates, cure rates, bucket movement, and recovery trends, and take corrective actions where needed.

• Ensure full compliance with internal policies, regulatory requirements, and customer protection standards.

• Lead, coach, and manage collection teams, setting clear performance targets and driving productivity and quality outcomes.

• Design and optimize collection workflows, segmentation, and treatment strategies based on risk, behaviour, and customer profiles.

• Review and approve restructuring, rescheduling, and settlement proposals within delegated authority.

• Drive continuous improvement through data analytics, automation, and system enhancements.

• Prepare and present regular management reports on portfolio performance, risks, and recovery outcomes.

• Manage escalation cases and high-risk exposures, ensuring timely resolution prior to write-off.

Minimum Qualifications:

• Bachelor’s degree in finance, Business Administration, Economics, Accounting, or a related field.

• Minimum of 8–12 years of experience in collections, credit risk, or recovery functions within a bank or financial institution, with at least 4–6 years in a managerial or leadership role.

• Strong knowledge of pre-write-off collection strategies, delinquency management, and recovery techniques across retail and/or SME portfolios.

• Fluent in Arabic and English (spoken and written) – mandatory.

• Solid understanding of regulatory requirements, customer protection standards, and compliance frameworks.

• Proven experience in portfolio analytics, performance monitoring (roll rates, cure rates, NPLs), and strategy optimization.

• Demonstrated leadership, people management, and stakeholder engagement skills.

• Experience in managing outsourced collection agencies and service providers.

• Strong communication, reporting, and decision-making skills.

• Proficiency in collection systems, MIS reporting, and data analysis tools.

Required Skills & Competencies:

• Strategic Thinking: Ability to design and execute effective pre-write-off collection strategies aligned with business objectives and risk appetite.

• Leadership & People Management: Strong capability to lead, motivate, and develop high-performing collection teams.

• Credit & Collections Expertise: Deep understanding of delinquency cycles, recovery techniques, restructuring options, and customer behaviour.

• Regulatory & Compliance Awareness: Sound knowledge of regulatory guidelines, customer protection principles, and internal governance frameworks.

• Analytical & Data-Driven Decision Making: Ability to interpret portfolio data, KPIs, and trends to drive performance improvements.

• Stakeholder Management: Effective collaboration with Risk, Credit, Legal, Compliance, IT, and external vendors.

• Negotiation & Conflict Resolution: Strong skills in managing difficult customer interactions and negotiating repayment solutions.

• Process Improvement & Automation: Experience in optimizing workflows, leveraging systems, and driving digital transformation in collections.

• Vendor Management: Ability to manage and evaluate outsourced collection agencies and service providers.

• Communication & Presentation Skills: Clear and professional communication with senior management and external stakeholders.

• Judgment & Decision-Making: Ability to make timely, well-informed decisions under pressure within delegated authority.

• Ethical Conduct & Customer Focus: Commitment to fair treatment of customers and ethical collection practices.