The Head of Recovery Department has primary responsibility of leading and controlling the recovery function to ensure effective collection of overdue loans, reduction of PAR 60+ and recovery of write-off loans.

These will be delivered through setting goals and communicating and implementing recovery strategies and strengthening the arrears management culture within company.

Recovery Strategy, SOPs, Action plan

• Develop/propose and implement the recovery strategy, policy, SOPs and any adjustments related thereto.
• Develop (and adjust) annual recovery objectives and targets (subject to approval from management) as an input to the institutional business plan
• Develop respective action plans for recovery operations
• Coordinate with other departments (Operations, Legal, IT, HR, Finance and more), and external partners (if applicable) to achieve recovery goals

Recovery Performance Management

• Set KPIs for the recovery team and ensure achievement of monthly/annual PAR60 and WOff recovery targets
• Track/monitor recovery performance against targets and lead performance review meetings with the team.
• Implement/update/upgrade recovery management tools/app/reports.
• Coordinate with the legal department (and any external parties in case of outsourcing) for the follow-up for advanced arrears or legal recovery.
• Organize/lead Arrears committees and performance review meetings with the team, management and other departments as needed.
• Coordinate recovery efforts for large and/or complex cases (i.e. direct involvement with clients, coaching SLROs, supporting LROs or CPD team).
• Monitor portfolio quality development, analyze trends and recommend corrective measures.

Team Leadership and Staff Management

• Lead, motivate and effectively manage staff.
• Supervise and coach the team under supervision.
• Identify coaching and training needs, implement Performance Improvement Plans (PIP)
• Conduct performance evaluations and feedback on the team members.
• Develop and organize capacity building measures (training, workshops) on technical and soft skills and tools and instruments for the Recovery staff.
• Act as trainer during staff onboarding programs organized by HR.

Reporting & Compliance

• Establish and update reporting templates; Prepare accurate recovery performance reports for management.
• Supports internal audit and risk review processes by providing required documentation, explanations, and necessary follow-up actions.
• Ensure all recovery activities of the team are conducted in full compliance with institutional policies, procedures, and the code of conduct.

• Education: – A bachelor’s degree of Business Administration, Banking and Finance or related fields.
• Experience: – A minimum of five years of banking experience. At least 2-3 years of supervisory or managerial position.
• Competency in Computer, particularly good working knowledge of Microsoft Excel
• Comprehensive in English communication (strong reading, writing, and speaking abilities)
• Strong analytical communication and reporting skills
• Good negotiations skills
• Outstanding leadership, communication, and customer service skills
• Ambitious and committed personality
• Good at managing large volumes of information, critical/analytical thinking
• Ability to balance long-term and short-term requirements independently
• Highly motivated, energetic, and enthusiastic