Collections & Operation Manager - TASWIA DEBIT COLLECTIONS COMPANY - Dammam, KSA
(2023-09)
Oversees the collections process for the company by assigning professionals to collect unpaid invoices.
- Review and evaluate delinquent accounts
- Handle customer complaint and VIP customers
- Creating and implementing strategies to increase the number of successful collections on outstanding debt
- Determining appropriate action taken according to the company polices & legal requirement
- training & monitoring Team leaders in all branches
- Insuring all staff are following Taswia value and behavior
Regional Collections Assistant Manager - HSBC, GSC - Cairo, Egypt
(2022-06 - 2023-08)
- training and evaluating staff members
- Monitoring staff performance and take the necessary action to improve portfolio performance through MIS reporting, scorecards and account level review
- Manage UAE, Oman, Bahrain and Egypt portfolios
- audit unpaid accounts and take necessary actions
- audit random calls and high risk calls for quality and training propose
- following up and approve settlements
- ensuring staff following HSBC value and behavior
- handle complaints and escalations
- audit and approve manual vouchers
- Handling the tasks of leading and developing a productive, highly motivated team of collections representatives
Collection Manager - Real Move Real Estate - New Cairo, Egypt
(2019-02 - 2020-10)
As a collection manager, I was responsible for overseeing the collection of outstanding credit and invoices to minimize profit loss while ensuring it is handled appropriately and per company policy.
- Coordinating activities of staff members to ensure a smooth and efficient system that minimizes the chances of overlooking cases
- Creating and implementing strategies to increase the number of successful collections on outstanding debt
- Liaising with external legal team to facilitate the collection on potentially recoverable delinquent accounts through police cases and lawsuits
- Recruiting, hiring, training and evaluating staff members within the collections department to ensure a sufficient number of qualified staff members are available to handle the workload
Agency Relationship Manager, Retail Collections - Emirates National Bank of Dubai (ENBD) - Dubai, U.A.E
(2018-01 - 2018-12)
As a manager, I was in charge of overseeing all collection aspects for ENBD 200M+ accounts receivable portfolio (flows) across three collection sites (30+ for all retail products).
- Creating, developing and implementing new operational strategies such as benchmarking & champion/challenger processes to drive better results in the channels
- Devising and implementing strategic measures at agencies to achieve budgeted loss target
- Ensuring proper succession planning by implementing reviews on collections performance, developing and implementing strategic collections operating plans and optimizing program operations (structure, processes, and tools)
- Monitoring agencies and initiating strategic enhancements to improve portfolio performance through MIS reporting, scorecards and continuous audits of accounts and workflows
- Initiating settlements/ Restructuring on delinquent accounts
- Liaising with Inhouse legal team to facilitate the collection on potentially recoverable delinquent accounts through police cases and civil lawsuits
- Assigning U.A.E national accounts to Ministry of Presidential Affairs for review, settlement and finally closure of the accounts
- Creating and maintaining reports to monitor collections goals and improve performance, as by reviewing daily/weekly/monthly collection performance and identifying trends and opportunities for improvement
- Actively getting involved in launching collection campaigns on monthly basis to enhance collection performance of agencies across U.A.E to exceed the management expectations
Collection Team Leader, High Provision Buckets - Emirates NBD - Dubai, United Arab Emirates
(2014-04 - 2017-12)
As a team leader, I provided leadership and support to my Collection team to deliver end-to-end high performance. I ensured team and business goals are achieved by constantly assessing performance, identifying areas of improvements, and implementing changes whenever necessary.
- Handling the tasks of leading and developing a productive, highly motivated team of collections representatives
- Updating daily activities to the collection support manager and providing assistance to management and collections team
- Handling the tasks of monitoring staff and addressing debtor disputes
- Handling bank statement interface on accounts, queries, complaints and disputes
- Handling the tasks of entering correspondence onto in-house debt collection system "case flow" and to action accounts accordingly
- Performing research on overdue account balance that is fully or partially unpaid and following up by mail and/or phone on customers' delinquent payments
- Handling the tasks of reviewing claims denied for payment and underpaid claims (DDS, PDC, CDM)
- Coordinating collection activities for Fleet Loans and Corporate facilities and coordinating with multiple departments for follow-ups on payments and VIP customers
- Maintaining up-to-date and accurate information regarding collection activities on accounts
- Handling late provision buckets for accounts before write-offs
- Ensuring coaching, mentoring and performance feedback are provided to all staff on a regular basis to achieve maximum team performance
- Keeping the Collection management informed of recurring issues and handling all duties as directed by collection management
Sales Agent - Emirates National Bank of Dubai (NBD) - Dubai, U.A.E
(2011-06 - 2014-06)
As a sales agent, I made sure I went the "extra mile" to meet sales quota and facilitate future sales
- Contacting potential or existing customers to promote products and/or services using scripts
- Answering questions about products and/or the company
- Asking questions to understand customer requirements and close sales
- Directing prospects to the field sales team when needed
- Entering and updating customer information in the database
- Taking and processing orders accurately
- Handling customers' grievances to preserve the company's reputation
- Keeping records of calls and taking notes of useful sales information
Recovery Executive - Emirates National Bank of Dubai (NBD) - Dubai, U.A.E
(2007-07 - 2011-06)
As a recovery executive, I was responsible for delinquency accounts on home, car and personal loans, starting from early stages to back-end levels.
- Blocking and unblocking of delinquent accounts
- Following with human resources of customers' employers regarding end-of-service benefits and employment status
- Collecting necessary information and analyzing default cases in order to seek approval and initiate appropriate actions
- Preparing settlement plans for customers based on proper analysis of their financial position
- Submitting periodical MIS reports to update the Unit Management and enable decision making
- Sustaining customer relationship with the organization
- Training new staff in collection about how to handle all the above in competency and professionally manner
- Achieving assigned recovery targets in order to contribute to the bank's financial performance
- Preparing manual voucher to debit/ Credit/ reversal/ maintenance for the accounts
- Assigning the accounts who qualify and send them for either restructuring or rewrite basis the installment plans to ensure customer satisfaction and to reduce delinquency where applicable
Recovery Executive - Abu Dhabi Commercial Bank (ADCB) - Dubai, U.A.E
(2006-08 - 2007-07)
As a recovery executive, I was responsible for handling over-limit credit cards for all ADCB card holders in U.A.E.
- Handling collection for cards (past due for 91 days and above) over 4 months to the date for all ADCB card holders in U.A.E
- Training newly hired staff for collection
- Frequently carrying out field visits and investigations for non-contactable clients
- Assisting team leaders in preparing and analyzing reports of collection department for submission to Abu Dhabi head office
- Providing accurate forecast on delinquency and performance of credit card account portfolios
- Collecting due payments through follow-up with customers via phone, emails and field visits
- Tracing un-contactable customers through checking file copies and making international calls to their home country
Sales Supervisor - Concord Fashion for Men - Alexandria, Egypt
(1998 - 2003)
As a sales supervisor, I was responsible for ensuring all customers receive a professional and exceptional service at all times to guarantee the repetition of business and achieve maximum target.
- Ensuring the sales staff deliver excellent service and uses available resources to handle Problems related to customers' gift vouchers, refunds, and exchanges and alterations
- Providing feedback to the head office on issues related to product catalogue to ensure that
