National Deputy Collection Head - Mortgage/Retail Products

National Deputy Collection Head (Mortgage and other retail products)

Job Summary:

- The Deputy Head of Collections will support the Head of Collections in overseeing and managing the bank's in-house collections operations, with a primary focus on Mortgages, and also involvement in other retail and business assets.

- This role demands strong leadership skills, strategic planning, and operational management to ensure efficient debt recovery while maintaining compliance with regulatory requirements and company policies.

Key Responsibilities:

- Assist in Strategy Development: With the Head of Collections to develop and implement effective strategies for in-house collections, with a focus on mortgages.

- Operational Management: Oversee daily collections operations, ensuring timely and efficient recovery of debts while enhancing process efficiency through technology adoption.

- Team Leadership: Lead, mentor, and develop the in-house collections team to achieve performance targets, focusing on team engagement and professional growth.

- Performance Monitoring: Monitor and analyze collections performance metrics, including recovery rates, team productivity, and customer satisfaction, identifying areas for improvement and implementing corrective actions as needed.

- Policy and Procedure Compliance: Ensure that all collection activities adhere to regulatory requirements and internal policies.

- Customer Relations: Handle escalated customer issues and disputes, ensuring a professional and customer-centric approach that aligns with DCB Bank's values.

- Reporting: Prepare and present detailed reports on collections performance, trends, and issues to senior management.

- Collaboration: Work closely with other departments, such as Risk Management, Legal, and Customer Service, to ensure a coordinated approach to collections.

- Training and Development: Identify training needs and provide ongoing training and development opportunities for the collections team to enhance skills and ensure alignment with business objectives.

- Innovation: Stay updated on industry trends and best practices, implementing innovative solutions to improve collections efficiency and customer experience.

- Experience: Overall 18-25 years needed where mini, 13+ years experience in collections and leadership experience of at least 10 years in products such as Mortgages/LAP/Secured Assets