S Manager Recoveries - SAMANA DEVELOPERS - Dubai, UAE
(2025-08)
- Oversee and manage the collections process for assigned portfolios, ensuring targets are met and delinquency minimized.
- Handle escalation cases with professionalism and urgency, resolving complex customer issues and disputes in a timely manner.
- Monitor and analyze daily MIS numbers, identifying trends, risks, and opportunities for improvement.
- Lead, mentor, and supervise a team of 21 collection officers, setting clear goals, monitoring performance, and driving accountability.
- Conduct daily team briefings and coaching sessions to ensure alignment with collection strategies and organizational objectives.
- Ensure timely and accurate follow-up on all customer emails, maintaining a structured email tracker to monitor responses and actions.
- Maintain an effective communication cadence with customers — ensuring all queries, concerns, and payment follow-ups are responded to professionally and within defined SLAs.
- Prepare and distribute daily, weekly, and monthly collection performance reports to senior management.
- Coordinate with Sales, Customer Service, Legal, and other cross-functional teams to expedite resolution of customer issues and optimize collection outcomes.
- Develop and implement strategies to improve customer engagement and recovery rates, including proactive outreach, reminders, and tailored communication plans.
- Maintain adherence to company policies, compliance standards, and regulatory requirements in all collection activities.
- Drive process improvements and recommend enhancements to collection tools, systems, and workflows.
- Escalate unresolved or high-risk cases to senior leadership with detailed analysis and action plans.
- Monitor and manage team attendance, adherence to schedules, and performance metrics.
- Train new hires and conduct refresher training to ensure team capability and consistency in collections practices.
- Maintain accurate documentation of all interactions and collection activities in the CRM system.
- Support budgeting and forecasting activities related to collections and team planning.
Manager Recoveries - eZhire Car Rental LLC - Dubai, UAE
(2024-12)
- Develop and enforce a comprehensive debt-recovery framework—covering aging buckets, escalation timelines 30/60/90 days, voice-mail/text/email cadence, and repayment/settlement protocols—that aligns with company SOPs and compliance standards
- Cascade daily, weekly, and monthly targets (e.g. contacts, promises-to-pay, collection rates) across the two Team Leads and their agents. Conduct coaching through regular call-shadowing, huddles, and one-on-ones to optimize performance
- Monitor KPIs—aging exposure, collection vs. plan, success ratios—via dashboards or scorecards. Deliver actionable MI to leadership (daily, weekly, monthly), including top delinquent accounts, trends, and agent scoring
- Coordinate closely with Legal (litigation, court procedures), Finance/Credit (provisioning, writeoffs), IT (system/reporting support), and Service/Compliance teams to resolve disputes, system issues, or exceptions.
Asst Manager Recoveries - Fabritex Enterprises
(2024-04)
- Maintaining records of outstanding recovery amounts and make a feasible strategy for the recovery.
- Knowledge of using and handling emails, letter templates, Visits and other required necessarily used authorized documents strictly owned by the company and its properties
- To monitor and coordinate recovery efforts
- To strictly ensure there is no leakage of any company owned detail or customer details to a third party by manually or digitally
- To act harmony with fellow colleagues, operations for effective recovery planning.
- Conducting morning huddle on Microsoft teams/Face to face and attending the departmental and hr. trainings
- Performs recovery activities customer/Company portfolio via contacting customers through calls and emails/visits
- Coordinating with team member regarding the visits/emails or calls update.
- To ensure timely recovery from customers.
Team leader Recoveries - Mashreq Global Services United Arab Emirates-RBG Pakistan - Dubai, UAE
(2022-02 - 2024-03)
- To ensure timely recovery from customers.
- Achieving the monthly targets given by the department.
- Maintain records of outstanding recovery amounts and make a feasible strategy for the recovery.
- To monitor and coordinate recovery efforts.
- Counselling multinational customers regarding the dead account payment recoveries according to the bank policies and procedures.
- Performs recovery activities customer/Company portfolio via contacting customers through calls and emails.
- Preparation of right off cases and follow up.
- To act harmony with fellow colleagues, operations for effective recovery planning.
- Conducting morning huddle on Microsoft teams and attending the departmental and hr trainings.
- Helping customers to get police clearance letters and follow up accordingly.
- Constant update with credit department on customer accounts.
- Knowledge of using and handling emails, letter templates and other required and necessarily used authorized documents strictly owned by the bank and its properties.
- To strictly ensure there is no leakage of any company owned detail or customer details to a third party by manually or digitally.
- To make sure to protect customer identity and provide the customer with excellence service to generate and continue business with the bank in future.
Sr. Collection Officer - Bahri & Mazroei Technical Services LLC - Dubai, UAE
(2020-12 - 2021-09)
- Works closely with Branch Management to ensure timely resolution of customer discrepancies.
- Performs daily collection activities customer/Company portfolio via meeting. Customers, (calls, emails, and letters to customers or visiting customers).
- Working with Credit & Collections team on projects assigned to improve processes. to better service of Internal business units.
- Perform all department related duties as assigned by the Management Credit & Collection Manager.
- Possesses well developed judgment to make independent decisions and problem-solving skills.
- Helping customer to get DCD (Dubai Civil defense) Certificate.
Refund Officer - Planet Tax Free LLC - Dubai, UAE
(2019-12 - 2020-07)
- Evaluating the authenticity of the refund claims.
- Processing the refund claim in keeping with the rules and regulations of the company.
- Acquiring approval from higher authorities in the management if the claim amounts are high.
- Dealing with the concerned government agency, banks and financial institutions in case permissions are required.
- Checking various details about the refund claim such as validity dates and conditions of refund.
- Good communication skills.
- Excellent analysis skills to analyze and evaluate refund claims by customers.
- Handling multinational customers and keeping the system up to date.
Debt collector - Dunia Finance L.L.C - Dubai, UAE
(2015-08 - 2019-09)
- Recommend process improvements for collections activities. Assist in the documentation and roll out of such improvements.
- Works closely with Branch Management to ensure timely resolution of customer discrepancies.
- Performs daily collection activities on his/her customer portfolio via meeting. Customers, (calls, emails, and letters to customers).
- Working with Credit & Collections team on projects assigned to improve processes for better service of internal business units.
- Perform all other department related duties as assigned by the Management Credit & Collection Manager.
- Maintaining well-standing of customer accounts.
- Initiating all collection activities (telephonic calls, letters, and emails).
- Analyzing accounts receivable information to settle on priority.
- Producing standard aging reports.
- Analyzing receivable information from aging report.
- Monitoring and collecting DPD amounts.
- Handle higher bucket 5 Risk120 personal loans (GCL) Gross Credit Loss with required resolution target.
- Handle risk 30 Bucket 2 personal loans.
- Handling Risk 90 Bucket 4 auto loans, Achieving monthly target.
- Helping Customers to get close PIL or auto loans foreclosure amounts.
- Always in contact with concern department to get (NOC) No Objection Certificate or Clearance Letter.
- Reach resolution target with Rollback.
- Help customers for (ROI) Rate of Interest to get it done on priority.
- Help customers for consolidation to be done in given time.
Tele Collector - Barclays Bank LLC - Dubai, UAE
(2008-02 - 2011-12)
- Attending inbound calls/making outbound callsfor payments.
- Attending daily meeting with seniors and staff.
- Maintaining Customers relationships.
- Daily follow up with clients and customers to collect payments.
- Daily updating customer accounts related details on system.
- Achieving target assigned by the bank management.
Sales Advisor (Business Loans) - Citi Bank - Dubai, UAE
(2006-11 - 2007-10)
- Assisting and introducing the bank product to various clients.
- Making the clients clear about the government process and rules linked to the bank while opening accounts. (Documentation and government charges, tax).
- Handling client filing process for the management approvals and maintaining individual files up to date according to the bank system base.
- Visiting customers on demand to sell the services and the bank products.
- Maintaining well customer data base.
- Working and cooperating with the other related departments of the banks concerning customer details local and international.
- Following up new and current customer data base to introduce more productive services to continue the bond they had with Citi Bank.
- Arranging customer meetings with bank superiors if needed regarding the business loans.
- Maintaining grooming, right attitude towards the external and internal customers as well as following the banks rules and regulations.
