Highlights:• Pivotal role in development and implementation of credit policy across all Retail products as well as developing collections policy across the department.• Key member in launching the new Islamic Card, Auto Finance, Personal Finance and SME products.• Introduced a new approach to collections in GCC which involved assigning a single agent to follow-up with customers instead of having a product centric approach which involved different teams following-up with the same customer for different delinquent products. The customer centric approach was much more effective and efficient, improved customer satisfaction (on account of elimination of multiple calls to customer), and also helped in arriving at viable solutions.Key Responsibilities:Retail Collection• Provide leadership to the large team in managing Retail Collection Division including setting up targets for team to ensure Retail Collections targets are achieved across all units.• Minimize delinquencies and recover revenues by managing collection activities; improve collection efforts by identifying, analyzing and recommending loss litigation opportunities.• Provide continuous feedback to business on latest market, industry and legal changes, or any other inputs that may affect the performance of retail portfolio.Portfolio Management• Manage a large portfolio, ensuring review and renewal of entire portfolio at regular intervals.• Monitor delinquent accounts carefully and spearhead efforts to reduce delinquency for assigned accounts, ensuring adherence to banking policies.• Providing excellent customer service regarding collection issues and resolve client discrepancies and short payments. Team/People Management• Assess staffing needs of the collections department, and call in applications to fill up vacancies.• Coach team members regarding collection policies & procedure, and ensure that collection policies, procedures, practices and documentation meet federal and state regulations.

Key Responsibilities:• Manage, plan & lead collection activities of Cards Collection team through visits, phone, litigation and skip tracing, ensuring accurate documentation of the same.• Spearhead efforts to maximize collection of outstanding monies, control delinquency and minimize losses in compliance to processes and procedures of the bank.• Plan, budget and minimize annual credit losses of cards portfolio; develop and drive recovery strategies and operational procedures for effective account management.• Monitor implementation of debt management strategies for the department, ensuring that the team achieves periodic desired targets of the department.

Key Responsibilities:• Provided leadership to the Front End Collection Team to attain maximum collection while ensuring compliance with policies and procedures of the bank.• Oversaw collections processes and procedures to ensure that they are effective and cost-efficient, and carried out accordingly to established policies.• Developed periodic reports on collection activities, including summary on delinquency ratios; maintained accurate and updated records on past-due accounts.• Ensured that appropriate enforcement activity is undertaken to recover or secure debt; prepared and provided detail reports on bad debts and recovery to the management.• Reviewed all foreclosure recommendations to ensure that adequate collection efforts have been followed and proper notification made.• Ensured that collection and recovery function is performed in adherence with all relevant legislation, client and regulatory requirements.• Assigned work to team members; reviewed and evaluated their performance and motivated team members to ensure that assigned goals are met.• Embedded a continuous improvement culture in the team; promoted positive relationship between team members to deliver excellent results, ensuring maximum team performance is achieved.