Manager, NHL Collections - Emiratized Role

Role Overview

Manager, NHL Collections at First Abu Dhabi Bank, based in the United Arab Emirates. This is an Emiratized role.

Company Overview

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. FAB offers a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. The organization is committed to excellence and innovation and delivers top-tier financial solutions to clients globally. FAB has structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globally.

Role Purpose

Manage allocated overdue accounts and drive timely resolutions through consistent customer follow-up, negotiation, and settlement discussions. The role supports the achievement of monthly collection targets while ensuring customers are treated professionally and fairly and safeguards the bank's reputation by maintaining compliance with collection policies, consumer protection regulations, and the established code of conduct.

Key Responsibilities

Collections Management

• Manage allocated overdue accounts and achieve monthly collection targets.
• Gather detailed information on overdue customers and accurately document collection activities in the system.
• Monitor individual efficiency and productivity against assigned performance targets.

Customer Engagement

• Conduct customer follow-ups in accordance with the bank's collection procedures and code of conduct.
• Negotiate suitable repayment arrangements and settlements with customers, consulting the Head of Collections when required.

Compliance & Risk

• Ensure compliance with consumer protection, KYC, AML, and applicable legal and regulatory requirements.
• Identify and report legal or regulatory developments that may affect collection activities or legal actions.
• Maintain high service and control standards to minimize customer complaints and high-risk audit observations.

Qualifications & Experience

Required

• Bachelor's degree.
• Minimum 3–4 years of collections experience.
• Basic banking knowledge.
• Understanding of KYC, AML, consumer protection, and collection compliance requirements.

Preferred

• Experience managing overdue accounts within banking or financial services.
• Exposure to customer settlements, repayment arrangements, or legal collection activities.
• Experience working with collection agencies, lawyers, auditors, or government authorities.
• Familiarity with collection systems and account-tracking documentation.

Skills & Competencies

• Excellent communication and customer-handling skills.
• Strong negotiation and persuasion skills.
• Good computer skills.