Collections Operations Lead

About the role

The Collections Operations Lead for the UAE portfolio will own end‑to‑end collections performance across assigned portfolios. Reporting to senior leadership, the role coordinates with external collection agencies, ensures regulatory compliance, and drives continuous improvement in recovery outcomes.

Key responsibilities

• Serve as the primary liaison for external UAE collection agencies, handling operational coordination, reporting, and governance.
• Monitor agency performance against recovery, operational, and compliance KPIs.
• Validate, reconcile, and maintain accuracy of agency‑submitted data, ensuring adherence to reporting standards and SLAs.
• Resolve reporting discrepancies, data gaps, and delayed submissions proactively.
• Conduct regular audits of collection activities and call recordings to ensure compliance with CBUAE regulations and internal policies.
• Evaluate agency quality through structured call audits and performance assessments, providing feedback and corrective action plans.
• Prepare and distribute operational, compliance, and performance reports to internal stakeholders and leadership.
• Support vendor governance, including onboarding, business reviews, SLA monitoring, and performance improvement.
• Partner with Operations, Product, Risk, Legal, and Compliance teams to resolve issues and enhance collection processes.

Required profile

• Proven experience managing external collection agencies and monitoring recovery performance.
• Strong understanding of UAE financial regulations, particularly CBUAE guidelines.
• Demonstrated ability to conduct audits, analyze data, and ensure compliance with internal policies.
• Excellent communication and stakeholder management skills across cross‑functional teams.

Required skills