AVP Lead- Collection - Al Ain

OverviewThe Collections Supervisor is responsible for overseeing and managing the collections team. Reporting directly to the VP of Collections the Collections AVP will lead a team of collections specialists ensuring the efficient and effective collection of delinquent accounts. This role requires strong leadership, excellent communication skills and a deep understanding of financial regulations. This position supports NHL collections by supervising daily collection activities, managing delinquent accounts and developing strategies to minimize future loan delinquency.Essential Job Duties and ResponsibilitiesManage a team of collection agents to meet or exceed collection targets.Oversee daily operations of the collections department.Develop and implement strategies for effective debt collection.Ensure compliance with all relevant laws and regulations.Resolve escalated customer issues and negotiate payment plans.Analyse collection reports and suggest improvements.Train, mentor and provide feedback to collection agents.Collaborate with other departments to streamline processes. Monitor, train and develop collectors to maximize results while ensuring all policies and procedures are followed.Hold collectors accountable to performance expectations, productivity, attendance policy and quality scores.Motivate collectors to achieve success and create a team atmosphere.Audit collection activities to ensure maximum results and partner with leadership to recommend changes to enhance strategies to help lower delinquency.Conduct daily/weekly/monthly call calibrations, account reviews and performance reviews with all direct reports.Manage workload (queues and dialer campaigns) to ensure daily/monthly targets are achieved.Supervise, mentor and develop a team of collections agents to ensure optimal performance and professional growth. Provide coaching, feedback and training to improve individual and team productivity.Collaborate with the VP/Collections to develop and implement collections strategies aimed at reducing delinquency, improving recovery rates and achieving overall department goals.Monitor the aging report to identify delinquent accounts and take appropriate action to resolve overdue balances, ensuring compliance with the credit union's policies, procedures and regulatory requirements.Assist members in resolving account issues while maintaining a fair and empathetic approach.Ensure all communications with members are professional, respectful and in compliance with all relevant regulations. Address member inquiries, disputes and payment arrangements to maintain positive relationships and foster member loyalty.Resolve complex or escalated accounts including high-risk or high-priority members, negotiating payment plans or settlements while maintaining a high level of service.Prepare and submit regular reports to the VP/Collections on key performance indicators (KPIs), collection progress, trends and challenges. Provide data-driven recommendations to improve collections processes.Work closely with other departments to ensure effective resolution of accounts and alignment on organizational goals.Stay current with industry trends and regulatory changes, recommending improvements to the collections process and systems to enhance operational efficiency and service.Perform other duties as assigned.Required Skills, Knowledge & AbilitiesExcellent project management skills and a positive attitude.Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests and manage laterally and upwards.Creative and analytical thinker with strong problemsolving skills.Exceptional verbal and written communication skills.Proficient in Microsoft Office Suite (Excel, Word, Outlook) and collections systems.Ability to communicate effectively at all levels of the organization.Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding and distinguish user requests from the underlying true needs.Ability to motivate others to achieve maximum results.Ability to drive results with a geographically dispersed team.Advanced knowledge of lending products, services and the collections process.Strong leadership and team management abilities with a proven track record of motivating and developing a team to achieve and exceed performance targets.Ability to assess complex financial situations and provide strategic solutions to improve collections outcomes.Experienced in handling legal collection matters, bankruptcies and repossessions.Strong decision-making skills with the ability to handle challenging situations while maintaining a positive member experience.Ability to multitask in a fast-paced environment while meeting deadlines.Demonstrate patience, tact, enthusiasm and a positive attitude toward all members and the general public.Participation in company meetings, community events and s