Head of Collections and Recovery

About the role

The Head of Collections and Recovery will lead the bank’s Collection & Recovery Division, shaping policy, overseeing operations, and driving sustainable credit performance. This senior position reports to senior management and is based in Lahore.

Key responsibilities

• Design, implement and periodically review the Collection & Recovery policy and SOPs.
• Ensure departmental compliance with the Code of Conduct and SBP guidelines to mitigate reputational and legal risks.
• Manage the divisional budget, including recovery costs, litigation expenses and third‑party agency commissions.
• Monitor long‑term health indicators such as NPL ratios, provisioning and roll‑rate trends.
• Oversee deployment of recovery tools including litigation, out‑of‑court settlements and auctioning of seized assets.
• Segment the portfolio into “Big Ticket” and “Mass Market” to allocate resources effectively.
• Set annual and quarterly KPIs for Collections Unit Heads and conduct performance reviews.
• Maintain and enhance Performance & Delinquency MIS with predictive analytics.
• Determine staffing needs for field and tele‑collections based on delinquent account volumes.
• Liaise with Credit Initiation, Fraud Risk, Card Operations and Legal to resolve systemic default issues.
• Supervise fraud reporting mechanisms and act as final escalation point for complex customer grievances.

Required profile

• Minimum Bachelor’s degree from an HEC‑recognized university.
• 9 to 12 years of relevant banking experience in collections and recovery.

Required skills