Manager, Strategy, Planning & Oversight Assurance, Credit Operations

Summary

The Unit Head of Retail Collections & Recovery / Write Off is responsible for leading and managing the overall collections and recovery / Write Off operations across retail financing portfolios, ensuring effective portfolio performance, operational efficiency, compliance adherence, staff productivity, and achievement of business targets. The role oversees daily operational monitoring, strategy execution, manpower planning, budgeting, stakeholder management and continuous improvement initiatives within Retail Collections & Recovery Department.

This role provides strategic direction, financial accountability, regulatory assurance, and people leadership to ensure portfolio quality, recovery performance, customer fairness, and operational efficiency are delivered in line with the Bank’s business objectives, risk appetite, and regulatory requirements.

KEY RESPONSIBILITIES

1. Strategic & Portfolio Leadership

• Establish and execute enterprise-wide collections and recovery / Write off to optimize recovery outcomes and minimize credit losses.
• Own and manage portfolio quality, delinquency trends, recovery / Write off collection with accountability for outcomes against approved targets.
• Drive continuous improvement initiatives across systems, processes, segmentation strategies, and customer engagement models.
• Identify underperformance and implement immediate coaching, intervention, and corrective action plans.
• Identify manpower shortages and workload imbalances through ACR reviews and operational assessments.
• Support staff recognition, succession planning, and talent visibility initiatives.

2. Operations and Performance Management

• Oversee daily monitoring of collections portfolio performance across HFA, PF, VF, and BIC delinquent / Write Off portfolios.
• Monitor key performance indicators including Pre Due, X Days, PDNI Impaired & Write Off.
• Conduct weekly and monthly reviews on portfolio trends, deterioration risks, roll trends, and strategy effectiveness.
• Prepare monthly forecasts, management reports, presentations, and performance analysis for management visibility.
• Lead, coach, and develop a high performing leadership team, fostering a strong culture of accountability, integrity, and results orientation.
• Ensure structured succession planning, talent development, and readiness for critical roles within the department.
• Build organisational capability through training, performance Management, and leadership development aligned to future business needs.
• Ensure system stability, data accuracy, and operational compliance across Volare, CBS, and related platforms.
• Monitor unit budget, staff costs, overtime, incentives, accruals, and operational expenditure against approved allocations.
• Escalate operational, compliance, and budget-related risks with proposed mitigation actions.

3. Collaborations and Cross-Functional Engagement

• Engage regularly with Unit Managers and Team Leaders on operational performance, issues, and action plans.
• Collaborate with Risk Compliance, Finance, HR, IT, and other units under RCO on operational and strategic matters.
• Coordinate on system issues, data accuracy concerns, audit findings, and remediation actions.
• Review customer complaints and incidents together with relevant stakeholders to ensure corrective measures are implemented.
• Manage vendor performance and outsourced operational arrangements.
• Support implementation of collection initiatives, strategic programs, and operational enhancement activities.

4. Compliance and Professional Development

• Ensure collections and recovery operations comply with internal policies, regulatory requirements, and operational guidelines.
• Monitor audit findings, compliance issues, and remediation progress.
• Ensure proper documentation, governance, escalation, and reporting standards are maintained.
• Conduct periodic reviews on staff capability gaps and training effectiveness.
• Oversee structured onboarding and development programs for new hires.
• Promote continuous improvement, professionalism, accountability, and operational excellence within the department.
• Support annual business planning, strategy development, and long-term staff development initiatives.
• Provide executive oversight to ensure effective execution of collections and recovery operations, including monitoring of key projects, system changes, and strategic initiatives.

5. Operational Oversight

• Provide executive oversight to ensure effective execution of collections and recovery operations, including monitoring of key projects, system changes, and strategic initiatives.
• Ensure material issues, project risks, and operational gaps are resolved within approved timelines with appropriate management attention.
• Set clear service standards, escalation frameworks, and decision‑making authorities to support consistent and controlled execution.

6. Stakeholder Management

• Act as a key strategic partner to Retail Banking, Credit, Risk, Legal, IT, Operations, and Finance teams to deliver integrated credit solutions.
• Represent the Bank credibly in engagements with regulators, external recovery partners, and industry stakeholders.