Agency Supervisor - Collection Unit - Recovery (Outsource)

ADIB; United Arab Emirates; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Agency Supervisor to lead and manage external collection agencies. This role is pivotal in ensuring compliance with standards while coaching and motivating team members to achieve optimal performance. The ideal candidate will possess a strong understanding of market trends and legal requirements, along with excellent communication and analytical skills. If you have a proven track record in collections and are passionate about customer service, this opportunity offers a chance to make a significant impact in a dynamic environment.

Qualifications

• Minimum 5 years of relevant banking experience required.
• Strong understanding of legal systems and recovery techniques.

Responsibilities

• Manage external collection agencies and monitor their performance.
• Conduct regular meetings with agency team members to review progress.
• Guide customers in managing their finances and payments.

Skills

Coaching

Customer Communication

Analytical Skills

Collection Skills

Business Acumen

Education

Bachelor's Degree in Finance or related field

Job description

Agency Supervisor is responsible for managing external collection agencies, monitoring and coaching their daily workflow and performance. The supervisor ensures effective customer communication, adherence to customer expectations and requirements, and motivates, coaches, and develops associates to achieve optimal performance results. Additionally, they conduct regular performance reviews, resolve customer complaints promptly, and perform other duties as assigned.

KEY METRICS :

• Staff coaching
• Achievement of business financial targets

Key Accountabilities of the role

1. Ensure agency visits are completed within the agreed TAT to meet targets, and document these visits for sharing with the agency.
2. Monitor agency performance to ensure compliance with ADIB standards.
3. Conduct regular meetings via phone or visits with agency team members to review progress, reconcile accounts, and follow up on previous actions.
4. Document all work-related visits and calls to agencies via email for stakeholder sharing.
5. Guide and support customers in managing their finances and payments, including restructuring, rescheduling, and re-aging facilities.
6. Review and provide feedback on the top 20 accounts.
7. Ensure timely updates of accounts allocated to agencies in the collection system.
8. Share customer and work-related data with agencies according to the predefined collection process.
9. Perform all tasks in accordance with SOPs and approved process manuals.

Specialist Skills / Technical Knowledge Required for this role :

• Knowledge of market and industry trends
• Understanding of legal systems, regulations, statutory requirements, and recovery techniques
• Strong business acumen
• Excellent communication, analytical, and collection skills
• Proven high achievement in collections
• Minimum 5 years of relevant banking experience