Manager, Collections Support (Business Banking Credit)
by Commercial Bank of Dubai in Banking & Financial Services
The Manager, Collections Support – Business Banking Credit role is responsible for overseeing and managing all collections and recovery activities within the bank, with a strong focus on optimizing recovery outcomes while minimizing operational, financial, and reputational risks. The role ensures audit readiness through the implementation of robust processes, comprehensive documentation, and strict adherence to internal policies and external regulatory frameworks, including Consumer Protection Regulations and UAE Central Bank guidelines. Risk management is a core component of the role, requiring continuous identification, assessment, and mitigation of risks across the collections lifecycle. The position involves close collaboration with internal stakeholders such as Legal, Risk, and Finance, as well as external recovery agencies, to ensure alignment with collection strategies, compliance standards, and service-level agreements. The role balances achievement of recovery targets with budget management, service delivery standards, operational efficiency, and regulatory compliance. Responsibilities include developing and overseeing a comprehensive collections and recovery strategy, analyzing portfolio performance using metrics such as Accounts Coverage Ratios, recovery rates, roll rates, and loss forecasts, and implementing Champion Challenger programs supported by cost versus benefit analysis. The role maintains oversight of high-risk and legal accounts, manages early-intervention and pre-emptive calling strategies, and oversees the internal Debt Counsellor function in line with Consumer Protection Regulations. The Manager leads collections teams, sets performance targets and KPIs, ensures turnaround time adherence, streamlines and automates workflows, and fosters a culture of compliance, accountability, and continuous improvement across the collections function.
