Director, Head of Collection & Recovery

About the role

The role is responsible for leading the Collections & Recovery function, setting and approving strategies to achieve roll‑rate, charge‑off, and recovery targets while tightly managing departmental costs and resources. It oversees governance, including timely closure of audit and regulatory findings, accurate and timely MIS, reporting, reconciliations, and strict adherence to internal policies and central bank requirements.

Key responsibilities

• Approve collection and recovery strategies to meet roll‑rate goals, reduce charge‑offs, and maximize net recoveries.
• Ensure timely closure of issues arising from audits, risk reviews, and regulatory inspections.
• Oversee collections performance and cost MIS/KPIs to support effective performance management.
• Manage and control all costs/expenses of the Collections Department, ensuring accurate balances and accruals.
• Share market intelligence and behavioural insights with Retail Risk and Business to support policy and strategy updates.
• Approve and oversee external collection partners, including repo agencies, field collectors, and litigation firms.
• Drive continuous process improvement, enhance collection techniques, tools, and systems to maximize efficiency.
• Maintain an organisational structure aligned with Group’s target operating model for collections.

Required profile

• End‑to‑end Retail Collections and Recoveries management (Tele, Specialized, Field) within budget.
• Strong Retail Credit Risk, Policy, Forbearance, Regulatory and RMF (BORC / CORC / KRI) expertise.
• Robust controls on reconciliations, CST/Health checks, KRIs and internal/regulatory reporting.
• Effective stakeholder management across Risk, Retail, Operations, Legal, Compliance, IT, Finance, HR and regulators.
• Proven leadership of large, dispersed teams with focus on performance, coaching and talent development.
• Data‑driven decision making with continuous process improvement and control enhancement.

What we offer

• Competitive salary and benefits supporting mental, physical, financial and social wellbeing.
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits.
• Generous time‑off including annual leave, parental/maternity, sabbatical and volunteering leave.
• Flexible working options around home and office locations, with adaptable working patterns.
• Wellbeing support through Unmind, digital wellbeing platform, development courses and Employee Assistance Programme.
• Continuous learning culture with opportunities to reskill, upskill and access various learning formats.
• Inclusive, values‑driven environment that celebrates diversity and enables full potential.