Head of Collections & Special Assets

About This Role

About the Role

ENBD Financial Remediation protects the Bank’s asset quality and profitability by managing delinquent and non-performing exposures in line with UAE Central Bank requirements and internal risk frameworks. The department applies a consistent, customer-centric approach to collections and recoveries, strengthens portfolio health, and minimizes credit losses across retail and SME segments.

The Senior Manager leads the Bank’s end-to-end collections and recovery strategy across all portfolios, driving early intervention, effective customer engagement, and timely resolution of delinquent accounts. The role provides strategic direction, operational oversight, and governance to improve recovery performance, protect portfolio quality, and ensure all collection activity aligns with regulatory standards and the Bank’s risk appetite.

What You'll Do

Strategic Leadership

• Define, implement, and continuously refine the Bank’s collection and recovery strategy in alignment with risk management and financial objectives.

• Lead digital transformation and automation initiatives to enhance collection efficiency and customer experience.

• Monitor external market trends, regulatory changes, and competitor practices to proactively adapt strategies.

Portfolio Management

• Oversee the performance of all delinquency portfolios (early, mid, and late stage).

• Review portfolio analytics and ensure effective segmentation, prioritization, and treatment strategies.

• Set and monitor KPIs for collection effectiveness, recovery rates, and cost efficiency.

Team Leadership & Development

• Lead, mentor, and develop collection managers and their teams to build high performance and accountability.

• Drive a culture of compliance, performance excellence, and customer fairness.

• Ensure adequate resource allocation, performance reviews, and succession planning within the department.

Process Governance & Compliance

• Ensure strict adherence to UAE Central Bank guidelines, data protection laws, and internal policies.

• Maintain strong controls for audit readiness and accurate documentation of collection activities.

Performance Monitoring & Reporting

• Regularly report portfolio performance, delinquency trends, and recovery outcomes to senior management and risk committees.

• Use data analytics and MIS dashboards to identify risks, forecast losses, and recommend corrective actions.

• Drive continuous process improvement through insights, automation, and predictive analytics.

Cross-Functional Collaboration

• Partner with Risk, Legal, Product, Operations, and Digital teams to ensure a seamless collection and recovery process.

• Support transformation projects aimed at improving recovery performance and customer experience.

• Coordinate with Compliance and Audit to ensure adherence to governance frameworks.

What You'll Need

• Bachelor’s degree in business administration, Finance, Banking, or related field.
• Minimum 10–12 years of experience in banking collections or recovery, with at least 5 years in a leadership role.
• Experience managing regional or multi-country collection operations
• Technical skills: Strong understanding of collection strategies, risk frameworks, and regulatory requirements; familiarity with advanced collection technologies and analytics tools.
• Proven ability to lead large, diverse teams and manage external vendors; executive-level stakeholder management experience.
• Strong leadership and team management capabilities.
• Strategic Thinking and Decision Making
• Leadership and People Development
• Analytical and Risk Management Skills
• Customer-Centric and Ethical Orientation
• Negotiation and Influence
• Change and Transformation Leadership
• Results Focus and Accountability.
• Fluency in English
• High ethical standards with customer-centric approach.

Bonus Points

Certification in Credit Management, Risk, or Collections

Benefits

• Competitive salary
• Incentives based on the KPIs achieved
• Health insurance
• Career development opportunities
• ENBD Employees' staff benefits