External Agencies Manager

Purpose

Responsible for managing external agencies, hard core delinquent accounts and overseeing all necessary legal procedures.

Responsibilities

1. Participate in the assessment and evaluation of the performance and effectiveness of collection strategies to determine the best course of action and to improve the function's performance.

2. Monitor and forecast debt collection levels against established targets.

3. Collection Agencies:

a. Establish and implement the process for working with collection agencies, including the development and implementation of a pricing plan for these external agencies.

b. Forecast and monitor the performance of external agencies to agreed targets including their handling of accounts sent for legal action.

c. Identify external agencies training and development needs.

d. Measure customer service standards and key performance indicators for individual collectors and the group, and prepare monthly presentations on their performance (MIS, external agencies resolutions, NCL forecasting, etc.).

e. Conduct audits and Prepare reports on the collection agencies to ensure they are following the firm's policies and procedures.

4. Review and report findings on fraud and skip cases findings to management.

5. Identify new and alternative ways to recover debt. Address problematic accounts and provide feasible and creative solutions.

6. Identify potential loss accounts and charge off accounts and roll them over to the next period.

7. Forecast net credit loss monthly and prepare reports and periodical statistics on the department's performance.

8. Revert settled accounts from the agency to the Tele-Calling team in the case of a minor unsettled payment.

9. Review updates for all legal cases and ensure that those which require legal action are addressed.

10. Oversee the team's tasks on a daily/weekly/monthly basis and ensure they are fulfilled in timely and efficient manner.

11. Ensure compliance with all applicable AML/CTF rules and regulations as required in the conduct of the role.

12. Ensure timely completion of all relevant AML/CTF training provided by the Group.

13. Ensure response to AML, CTF & sanctions inquiries in a timely manner.

Job Requirements

1. Bachelor's degree in any discipline.

2. 4+ years experience managing external agencies and collections.

3. Previous experience in collections management, with knowledge in various debt collection strategies and techniques.

4. Previous experience in managing delinquent accounts and improving recovery rates.

5. Able to interact with clients in a manner which shows sensitivity, tact and professionalism.

6. Able to collect information and arrange into logical arguments.

7. Able to generate creative solutions and has the courage to make necessary decisions.

8. Good command of Arabic and English.

9. Excellent communication skills (written, verbal and listening).

10. Can generate creative and constructive solutions and has the courage to make necessary decisions.

Thank you for your interest in applying to EFG Holding. Due to the high volume of applications/interest, please note that we are only able to respond directly to applicants that are shortlisted for interviews.