Team Leader – Collections/Recovery

Job Overview

Key contributor to the overall Collections Unit’s performance.

Functional requirement of the job role is critical to the success of the Business.

Key contributions include consistent and predictable team performance levels to enable the Collections Unit meet overall objectives and mitigate risk for the Business. People motivation, performance management, mentoring and coaching would be part of the job role’s contribution to Business needs

Key Performance Indicators:

Financial

Roll forward, roll back, stabilization, normalization, recovery, cash collections and other targets as per Business requirements for individual team members and for the portfolio handled

Productivity

Calls, Contacts, PTPs, KPs, talk-time & various ratios and other targets as per Business requirements for individual team members and for the portfolio handled.

People

Documented training need analysis and training calendar.

Periodic call and account monitoring and documented feedback.

Monthly incentive structure and payout. Recognition and broadcast of outstanding performance. Adherence to Central Bank guidelines & COC

Job Responsibilities

• Ensure all operational metrics are met on a daily basis for each individual team member and the team
• Handle escalated calls/visits and assist in resolving high risk and difficult accounts
• Review work plan for the day, coverage, intensity, call monitoring & drive performance
• Track portfolio performance and provide feedback to team members where required
• Ensure escalation takes place to the appropriate authority in a timely manner
• Ensure adequate staffing on an everyday basis
• Re-align follow up strategy and capacity if required
• Ensure performance tracking, periodic feedback mechanism, appraisal and training requirements are in place for team members
• Provide feedback to sales/credit/legal on a periodic basis
• Ensure minimal attrition through people motivation, engagement, trainings & conflict management
• Ensure immediate hiring of approved capacity
• Provide periodic updates on team performance & productivity
• Recognizing and rewarding team members based on pre-defined performance results.
• Ensure follow up on and resolution/rollback/cash collection of all accounts allocated to the team and ensure financial and productivity targets are met as per business requirements

Role Key Dimensions

Complexity

• Ability to handle a routine nature of assignments, data, historical trends
• The use of best performance management tools and techniques that can help track the ongoing progress of employees in a simple and quick manner.

Problem Solving

• Ability to recognize the impact of an issue and provide the most appropriate solution
• Ability to escalate issues/concerns/trends at the appropriate time
• Ability to provide feedback on performance management trends in a structured manner
• Ability to lead the team in adapting quickly to changes in work flow, technology, etc. and ensure minimal disruption
• Ability to identify gaps in process, provide solutions, Track and escalate to closure/resolution

Impact

• Contributory nature of the job, impacts the short term team deliverables.

Communication

• Gain co-operation from others to achieve a specific immediate outcome i.e. employees, other departments, customers

Role Specifications

Education

• Minimum Graduate degree

Experience

• 3-5 years of work experience, with at least 2 years in collections experience in the UAE would be an added advantage
• Exposure to leading a team of people preferable
• A valid UAE driving license would be a pre-requisite/advantage for agency management roles.
• Exposure to different products, customer segments would be an asset
• Experience of having worked with people from various backgrounds would be an advantage
• Understanding and exposure to other Credit functions would be a definite asset
• Contact with local regulatory, law enforcement and legal entities would be a distinct advantage

Technical

• Exposure to any other credit function would be an added advantage;

Behavioral

• Target Oriented; Result Focused; Excellence in execution