Frontend Collections Manager (Assistant Vice President) at Citi Dubai

August 2, 2023

Frontend Collections Manager (Assistant Vice President) – UAE National Preferred
This role assists the UAE Pre Charge off Collections Manager manage the Frontend unsecured Cards and Loans Collections portfolio.

Job Background/context:
Achieve best-in-class statuses for UAE in terms of productivity, efficiency and financial performances.

  • Provide ongoing and constructive inputs to improve portfolio performances
  • Ongoing coaching and development for all supervisors and collections agents.
  • Liaise with other Collections managers/ team leaders to identify relevant training needs (with a focus on soft-skill training).
  • Ensure unit adherence to all controls, policies, processes and regulatory guidelines.
  • Placing customers’ interests first with client obsession mindset.

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Manage and control the Frontend portfolios and achieve flow rates and Net Credit Loss Plan
Manage a team of supervisor(s) and their respective collection agents to ensure all collections activities are diligently carried out, and any processes in place are in compliance to existing company policies and guidelines.
Work in close conjunction with the Senior Collections Manager and Collections Head on upcoming new strategies
Close and daily monitoring of the collections productivity and financial reports to ascertain and address any bleeps in particular portfolio cycles
Anticipate and recommend appropriate action plans to address potential deterioration
Monitor and counsel non-performers within the team by regular coaching, and encourage top performers on an active basis
Awareness and adherence to GCCFRP, Global Consumer Debt Collections best practices, compliance and complaints policies.

Development Value:
Opportunity to work in a fast-paced environment with multiple priorities and challenging targets
Successful candidate will be evaluated for a long-term career in the UAE Citigold / Citi Private Client / Cards Operations Business franchise
Progression to Collections Manager
Lateral movement possible within other teams to learn new tasks and responsibilities
Progression to other units for job skill enhancement or for change.

8+ years experience in Collections
Familiarity with Collections systems (eg: CACS/dialer/TRIAD) and processes
Advanced knowledge of pre (and preferably post) charge off collections
Previously managed a team of over 10 staff
Ability to think out of box suggestions

Effective time management skills
Strong knowledge of Consumer banking asset products such as credit cards and personal loans
Strong people management and multi tasking skills
Ability to influence external stakeholder
Strong understanding of business priorities and criticality of adherence to timelines
High level of understanding of controls framework and importance of escalation and transparency

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Results oriented, assertive, innovative, resourceful and attentive to details
Ability to work in fast-paced environments, multitask and react in short timeframes.
Creative approach while dealing with ambiguity.


Bachelor’s/University degree or equivalent experience

Job Family Group:

Operations – Collections Default

Job Family:

Core Collections

Time Type:

Full time

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries (“Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

Work Level
Experienced, Manager / Executive
Employment Type
Full Time
Founded in
New York

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