Agency Supervisor - Recovery

About the role

Agency Supervisor – Recovery is responsible for managing external collection agencies, monitoring daily workflow, and ensuring performance aligns with ADIB Group standards. The role includes coaching agency staff, handling customer communications, and resolving complaints in a timely manner.

Key responsibilities

• Ensure agency visits are completed within the agreed turnaround time (TAT) and documented for sharing.
• Monitor agency performance and compliance with ADIB standards.
• Conduct regular phone or on‑site meetings with agency team members to review progress, reconcile allocated accounts, and follow up on agreed actions.
• Document all work‑related visits or calls to agencies via email for stakeholders.
• Guide and support customers as a counsellor on finance and card payment management, including restructuring, rescheduling, and re‑aging of facilities.
• Update the collections work system with timely information on accounts allocated to agencies.
• Share customer and work‑related data with agencies according to the Collection Unit’s predefined process.
• Ensure all assigned tasks are performed in line with approved SOPs and process manuals.
• Attend to, resolve, and close all customer complaints within the stipulated TAT.
• Assist walk‑in customers in the Collection Unit, offering solutions per policy.
• Adhere to ADIB’s Code of Conduct and Collection Unit policies.
• Review and provide feedback on the top 20 accounts.

Required skills

• Knowledge of market and industry characteristics and trends.
• Understanding of legal systems, regulations, statutory requirements, and legal recovery techniques.
• Strong business acumen.
• Effective communication, analytical, and collection skills.