Team Leader - Late Bucket & Special Queue

Role       : Team Leader - Late Bucket & Special Queue
Location : Dubai

Role Purpose:

To manage the collection team. Monitor and coach on daily workflow and performance. Ensures customer communications adhere to customer expectations and requirements. Moreover, he is responsible for motivating, coaching and developing associates to achieve optimal performance results and conducting regular performance appraisals. Resolve personnel issues and escalated calls in a timely manner and complete other duties as assigned.
    
Key Accountabilities of the role      

 

1. Follow up on calls conducted by team members on an hourly basis.
2. Ensure that collection agents are conducting calls based on the priority identified.
3. Monitor the collectors performance with the customers and ensure agents are following the standards required by ADIB.
4. Review the feedback of agents on accounts handled by them and ensure they are using the call lists and tracking tools as instructed.
5. Review and compare the percentage of calls performed to the expected calls or visits that he was required to do.
6. Provide the collection team with the necessary guidelines and instructions.
7. Review the feedback of agents on cases allocated and ensure action is being taken for each case.
8. Meet with the collection team to discuss the results of their calls.
9. Discuss with the collection team the issues faced them with the customers.
10. Discuss with the collection team to find solutions for the issues regarding payments.
11. Meet the Head of Collection and provide update on the results and performance of the collection team.
12. Share the Month end Projection.
13. Discuss the main issues facing the collection team with the Head of collection and recommend solutions.
14. Ensure a conducive & professional working relationship within the collection team.
15. Identify and propose skills, capabilities and resources required 
16. for the acquisition of the team’s target book.
17. To guide and support customers as a counsellor to manage there finance /covered card’s payments (including other facilities/debts held with bank) along with other services like restructure, reschedule ,re-age etc.
18. To ensure all the tasks assigned shall be performed as per the SOP (approved process manuals).
19. To attend, resolve and close all customer complaints within the TAT as per policy.
20. Meet the walk-in customers in the Collection Unit and resolve their issues by offering solutions as per policy. 
21. Always adhere by ADIB’s and Collection Unit Code of Conduct and policies  

 

Specialist Skills / Technical Knowledge Required for this role:
 

1. Knowledge of market and industry characteristics and trends
2. Strong business acumen
3. Strong analytical skills
4. Strong collection experience
5. Strong interpersonal and communication skills
6. Strong Ability to multi tasks
7. High achievement in the collection department
8. Strong time management skills
9. Solving problems and decision making
10. Strong team leadership skills
11. Achieving collection goals and targets   

Previous Experience:

Over a decade (10 years) of experience in banking collection