Manager, Backend Collections

Position Overview:

The Manager, Backend Collections is responsible for overseeing the recovery of delinquent accounts, ensuring timely follow-up, and minimizing loan losses while adhering to Bank policies and procedures. The role involves leading a team focused on effective collections while ensuring customer interactions are professional, solutions-oriented, and maintain the Bank’s integrity. The incumbent also plays a key role in reporting risk trends, developing collection strategies, and contributing to the Bank’s Profit Planning processes. 

Key Responsibilities:

• Lead and manage the Backend Collections Unit to achieve optimal delinquency ratios and minimize loan losses. 
• Oversee daily collection activities by assigning workloads, providing guidance, and ensuring timely follow-up on all delinquent accounts. 
• Monitor collection systems, review work queues, and direct staff to ensure efficiency and effectiveness in collection efforts. 
• Identify credit risks and recommend actions including legal proceedings, repossession, or restructuring to secure the Bank’s position. 
• Personally handle complex or escalated delinquent accounts as needed. 
• Recommend and implement changes to policies and procedures to improve collections and recovery outcomes. 
• Prepare and contribute to monthly reports, including summaries of collection performance and emerging risk trends. 
• Participate in the development of the Bank’s annual Profit Plan, focusing on delinquency ratios, loan loss targets, and expense management. 
• Ensure operational workflows are efficient, compliant, and in line with Bank security procedures. Lead, coach, and develop staff within the Unit, providing ongoing feedback, training, and performance management. 
• Support customer service excellence by modeling professional interactions and ensuring customer issues are resolved within the Bank’s standards. 
• Collaborate with internal teams, branches, and external partners such as attorneys, repossession agents, property managers, and collection agencies. 
• Ensure full compliance with regulatory requirements, including AML, KYC, and data protection policies. 

Minimum Qualifications & Experience:

• Bachelor’s Degree or equivalent in Business, Banking, Finance, or related field preferred.
• Minimum 5 years’ experience in credit collections, risk management, or financial services with at least 2 years in a supervisory or managerial role. 
• Deep understanding of lending, collections, delinquency management, and related legal procedures.
• Proven ability to manage and develop teams effectively. 
• Strong negotiation and problem-solving skills, with the ability to make sound decisions quickly.
• Excellent communication skills, both verbal and written. 
• Ability to operate effectively under pressure while maintaining professionalism and confidentiality.
• Proficiency in Microsoft Office Suite and core banking systems; experience with automated collection systems is preferred. 
• Strong organizational, analytical, and leadership skills. 

Why Join Us?

• Be part of a high-performing team that values innovation and excellence. 
• Competitive salary, performance-based incentives, medical insurance (including life, dental, and vision), and a robust pension plan. 
• Be part of a team that values your expertise and invests in your success!