Manager Retail Collection Strategy

Position Overview

We are seeking a seasoned and strategic Manager Retail Collection Strategy to lead the development, implementation, and optimization of our retail (consumer) lending collections strategies. In this pivotal role, you will be responsible for designing data-driven, customer-centric collection approaches that align with the bank’s risk appetite, regulatory requirements, and digital transformation objectives. Your leadership will drive process enhancements, maximize recovery rates, and ensure sustainable portfolio performance while maintaining exceptional customer experience.

Key Responsibilities

The Manager Retail Collection Strategy will play a critical role in shaping the future of our collections operations through the following core responsibilities:

• Retail Credit Policies & Risk Strategies:
  • Define, monitor, and refine collections strategies to optimize delinquency control, provision management, write-offs, and recovery performance.
  • Lead end-to-end collection system projects, leveraging data analytics and automation to enhance efficiency, reduce operational costs, and improve recovery outcomes.
  • Conduct comprehensive collection operations reviews to assess strategy effectiveness, identify optimization opportunities, and ensure alignment with stakeholder expectations and business objectives.
  • Drive process reengineering initiatives through system-driven automation, minimizing manual interventions while maximizing scalability and accuracy.
  • Champion strategic initiatives that align with the bank’s long-term growth objectives, ensuring collections capabilities evolve in tandem with market demands and technological advancements.
• Retail Credit Quality Management:
  • Ensure collections strategies and processes are continuously reviewed and updated to meet portfolio targets, reducing delinquency, write-offs, and default rates while enhancing recovery performance and customer satisfaction.
  • Establish, monitor, and report on key risk indicators (KRIs) to ensure compliance with risk appetite frameworks, regulatory mandates, and industry best practices.
  • Collaborate with cross-functional teams to integrate risk management principles into collections operations, fostering a balanced approach between recovery optimization and customer-centric practices.
• Retail Programs & Campaigns Credit Risk Management:
  • Design, develop, and execute targeted collection and recovery strategies using a diverse range of tools and channels, including SMS, email, agency partnerships, in-app notifications, and event-driven triggers.
  • Lead the implementation of omnichannel collections strategies, prioritizing digital-first engagement models, self-service capabilities, and automated interaction sequences to elevate customer experience and operational efficiency.
  • Analyze portfolio performance data to identify trends, anticipate risks, and proactively adjust strategies to mitigate potential delinquencies and losses.

Qualifications & Competencies

To excel in this role, candidates must meet the following qualifications, experience, and skill requirements:

• Education: Bachelor’s degree in Business Administration, Finance, Economics, or a related field. Equivalent professional experience in a relevant discipline will also be considered.
• Experience:
  • Minimum of six years of progressive experience in consumer lending, collections, portfolio analytics, portfolio management, and credit policy formulation.
  • Proven track record in designing and implementing collections strategies for retail loan portfolios, with a strong focus on risk mitigation and recovery optimization.
  • Hands-on experience in leveraging data analytics and automation tools to drive decision-making and process improvements in collections operations.
• Core Competencies:
  • Portfolio Analytical Skills: Ability to interpret complex data sets, identify trends, and translate insights into actionable strategies that enhance portfolio performance.
  • Regulatory Knowledge: Deep understanding of collections-related regulations, compliance frameworks, and industry standards to ensure adherence and mitigate legal risks.
  • Communication & Leadership: Exceptional ability to articulate strategic visions, performance metrics, and operational insights to stakeholders at all levels, fostering alignment and driving execution.
  • Innovation & Digital Acumen: Forward-thinking mindset with a strong grasp of digital transformation trends, enabling the adoption of cutting-edge technologies to modernize collections processes.

The ideal candidate will be a strategic leader with a passion for driving operational excellence, a commitment to customer-centric practices, and the ability to navigate the complexities of retail lending collections in a dynamic financial environment.