Manager, Collection Systems
First Abu Dhabi Bank View all jobs
- Abu Dhabi
- Permanent
- Full-time
- Assist regularly to extract, analyse, and manipulate dialer data. Create and maintain reports and dashboards for real-time performance monitoring, historical analysis, and strategic decision-making.
- Identify and resolve technical issues within the dialer system, collaborating with IT and telephony teams to ensure high availability and performance. Implement upgrades and patches as necessary.
- Proactively monitoring for changes to the enterprise, industry, and regulatory requirements, guidance and pronouncements, and supporting control remediation efforts such as the creation of action plans to address control deficiency/gaps and analyse process deficiencies that could lead to process improvement initiatives where appropriate.
- Track receipt of daily dialer account records.
- Start and stop campaigns on time at the beginning and throughout the day.
- Monitor outbound campaigns to ensure intensity targets are being met.
- Adjust campaigns daily/intraday to set/change the dialling mode (Predictive, Preview, Progressive)
- Real Time monitoring of agents to ensure they are not sitting in idle or a nonproductive status.
- Update campaigns daily/intraday to reflect the game plan that has been established for calling. List sort order (DPD, Balance, etc.)
- Ensure all interactions are accurately being captured and reported in the core system.
- Review reporting daily to validate whether any changes need to be made to the business plan based on prior day / MTD metrics.
- Work with business partners to identify staffing gaps, agent patterns, MTD metrics.
- Work with business partners to plan and implement future initiatives.
- Develop and update methodology and guidance to align with evolving practices and innovation initiatives.
- Identify and contribute to the development of continuous improvement opportunities to train the team on program findings/enhancements.
- Ensure abandoned calls are in control within the acceptable grid.
- Produce effective communication tools to share best practices and methodology.
- Participating in selected departmental initiatives
- Proactively monitor for changes to the enterprise, industry, and regulatory requirements, guidance, and pronouncements
- Perform other duties as assigned.
- Ensure compliance with local legal and regulatory requirements and report any legal and regulatory developments which impact or may impact the collection activities / legal actions.
- KYC (Know Your Customer)
- AML (Anti Money Laundering)
- Legal, regulatory and compliance:
- Bachelor's Degree
- A bachelor's degree in Telecommunications, Information Technology, or related field, or 5 years of relevant technical experience in lieu of a degree.
- Experience working in a fast paced, collections call center environment.
- Knowledge of outbound collection regulations and rules
- Proven ability to analyse complex data sets to identify trends, performance gaps, and opportunities for improvement.
- Skills set required:
- Strong written and verbal communication skills, ability to articulate issues, and create reports used by senior management.
- Strong ability to create a culture of ownership, accountability, collaboration, and ability to influence at different levels.
- Ability to work independently with limited daily supervision while meeting deadlines.
- Ability to navigate through ambiguity, manage and coordinate multiple project assignments, and deliver on commitments.
- Partnership mindset to ensure we have positive and productive working relationships with internal stake holders and examiners.
- Experience with risk data, reporting, and analysis; including systems.
- Experience in highly matrixed, fast-paced environments