Manager, NHL Collections - Emiratized Role

SUMMARY / INTRODUCTION

Manage allocated overdue accounts and drive timely resolutions through consistent customer follow-up, negotiation, and settlement discussions. The role supports the achievement of monthly collection targets while ensuring customers are treated professionally and fairly. It also safeguards the bank’s reputation by maintaining compliance with collection policies, consumer protection regulations, and the established code of conduct.

KEY RESPONSIBILITIES

• Manage allocated overdue accounts and achieve monthly collection targets.
• Monitor individual efficiency and productivity against assigned performance targets.
• Gather detailed information on overdue customers and accurately document collection activities in the system.
• Negotiate suitable repayment arrangements and settlements with customers, consulting the Head of Collections when required.
• Conduct customer follow-ups in accordance with the bank’s collection procedures and code of conduct.
• Ensure compliance with consumer protection, KYC, AML, and applicable legal and regulatory requirements.
• Identify and report legal or regulatory developments that may affect collection activities or legal actions.
• Maintain high service and control standards to minimize customer complaints and high-risk audit observations.

REQUIREMENTS / QUALIFICATIONS

• Required
• Bachelor’s degree.
• Minimum 3–4 years of collections experience.
• Excellent communication and customer-handling skills.
• Strong negotiation and persuasion skills.
• Basic banking knowledge.
• Good computer skills.
• Understanding of KYC, AML, consumer protection, and collection compliance requirements.

Preferred/Beneficial

• Experience managing overdue accounts within banking or financial services.
• Exposure to customer settlements, repayment arrangements, or legal collection activities.
• Experience working with collection agencies, lawyers, auditors, or government authorities.
• Familiarity with collection systems and account-tracking documentation.