Unit Head – Collections & Recovery

About the role

Raqami Bank is looking for an experienced collections and recovery leader to head its Collections & Recovery function across Retail and SME portfolios. The role develops and executes collections, rehabilitation, recovery and portfolio remediation strategies to minimize delinquency, maximize recoveries, maintain portfolio quality and reduce credit losses, while keeping practices customer-centric, ethical and Shariah-compliant. All collections activities for Retail and SME Banking are centralized under this role.

Key responsibilities

• Develop and execute the bank's collections and recovery strategy across Retail and SME portfolios.
• Lead collections operations for Personal Finance, Auto Finance, House Finance, BNPL, SME Financing and Business Banking portfolios.
• Monitor delinquency trends, roll rates, cure rates and non-performing finance levels.
• Design early-, mid- and late-stage collections strategies and portfolio segmentation and customer treatment plans.
• Oversee recovery initiatives for non-performing and high-risk accounts and manage outsourced agencies, vendors, legal firms and field recovery resources, including SLAs, governance and performance scorecards.
• Work with Legal on litigation and enforcement, and with Risk on emerging risk trends.
• Monitor collection costs, recovery efficiency and economic performance, and implement digital tools, analytics, contact strategies and automation.
• Ensure compliance with SBP regulations, customer protection requirements, internal policies and Shariah principles, and monitor customer complaints.
• Prepare portfolio reviews, dashboards, management reports and committee presentations, and drive continuous improvement.
• Build, mentor and develop a high-performing collections and recovery team.

Required profile

• Minimum 12-15 years of banking experience with significant exposure to Collections & Recovery, Consumer Finance, SME Banking, Credit Risk Management, Portfolio Management and Retail Banking.
• Minimum 5 years in a senior leadership role managing collections and recovery operations.
• Bachelor's degree in Business Administration, Finance, Banking, Accounting, Economics or a related discipline; Master's degree or professional qualification preferred.
• Experience in Islamic Banking, Digital Banking and unsecured lending is an added advantage.

Required skills

• Collections and recovery management, delinquency and portfolio analytics
• Recovery strategy development and recovery process automation
• Vendor and agency management, legal recovery and litigation coordination
• Portfolio analytics and reporting, financial and commercial analysis
• Regulatory compliance and performance management