Agency Supervisor – Recovery

About the role

The Agency Supervisor – Recovery leads external collection agencies, ensuring they meet performance targets and adhere to ADIB standards. You will act as a liaison between the bank, agencies and customers, driving efficient recovery processes while maintaining high service quality.

Key responsibilities

• Ensure agency visits are completed within agreed TAT and document outcomes.
• Monitor agency performance, enforce ADIB standards, and provide regular feedback.
• Conduct phone or on‑site meetings with agency teams to review progress, reconcile accounts and follow up on action items.
• Document all agency interactions via email and share updates with stakeholders.
• Guide customers on managing finance, card payments, restructuring, rescheduling or re‑aging of facilities.
• Keep the collections work system up‑to‑date with agency‑assigned accounts.
• Share relevant customer data with agencies according to the Collection Unit process.
• Execute tasks in line with approved SOPs and policy manuals.
• Resolve and close customer complaints within the defined TAT.
• Assist walk‑in customers in the Collection Unit, offering solutions per policy.
• Uphold ADIB’s Code of Conduct and Collection Unit policies.
• Review and provide feedback on the top 20 delinquent accounts.

Required profile

• Strong knowledge of market and industry trends.
• Understanding of legal systems, regulations and recovery techniques.
• Solid business acumen.
• Excellent communication, analytical and collection skills.

Required skills

What we offer

• Opportunity to lead a critical function within a leading UAE bank.
• Professional development in collections and recovery.
• Collaborative environment with clear performance metrics.