Director of Customer Service, Collections and Mortgage
AZIZI DEVELOPMENTS
مجموع سنوات الخبرة :21 years, 3 أشهر
Accomplishments:
Primarily responsible to direct customer service, collections and
mortgage activities and manage the business relationships and the
client experience within Azizi Developments.
Established and implemented real estate asset management policies,
effectively manage the delinquent portfolio - analyzed defaulting
customers to adopt appropriate strategies.
Key Responsibilities:
Provided strategic direction, leadership, and operational oversight for
end to end customer service, collections and mortgage.
Directed and controlled operations of both Collections & Mortgage
Departments as well as development and day to day management of
the portfolio.
Managed CRM program aimed at delivering exceptional customer
service to local and international high net-worth customer base from the
point of sale to handover of property and beyond.
Provided strategic direction, leadership, and operational oversight for
end to end strategy,
Generated comprehensive reports and analysis for Senior
Management, monitor productivity and efficiency indicators
RAKBANK is a retail and business bank in the UAE. It provides conventional and Islamic retail, small business, and commercial banking services through a network of thirty-nine branches and 293 ATMs across the UAE.
Accomplishments:
• Instrumental in designing and implementing short, medium- and long-term plans to ensure that collections and recoveries activities meet bank objectives as well as regulatory requirements.
• Enabled robust reduction in legal expenses by transferring the work done by the lawyers to the department's staff as well as securing out of court settlements with customers.
• Endeavoured to reduce delinquency and bad debt ratio. Established debt restructuring guidelines; developed sound, acceptable credit policies.
Key Responsibilities:
• Provided strategic direction, leadership, and operational oversight for end to end collections and recoveries strategy, processes and legal, litigation for retail collections, business and mortgage loans.
• Managed legal, vehicles repossession and properties foreclosure processes either internally or through lawyers
• Built relationships with clients’ groups and business line partners to ensure the delivery of best improvement fostering an environment that promotes agile, flexible and timely operational efficiencies, while mitigating the Bank’s risk.
• Reviewed collection accounts in all aspects of litigation management, including proofs of claims, communication with collections counsel, litigation support and reporting.
• Guaranteed protection of all legal and commercial interests of the Bank during the foreclosure / repossession actions. Ensured assets repossessed/ mortgaged are sold in the most efficient manner leading to maximum recovery for the Bank.
• Leveraged financial acumen whilst managing department budget and all aspects of internal and external legal spend and mitigating expenses.
• Superintended a team in-charge of preparation of member accounts and collateral for repossession and/ or assignment of cases to lawyers, assisted with reports needed regarding repossession, sales of collaterals, cases assignments, lawyers’ performance including expenses.
• Served as much as an educator and evangelist as an executor, created alignment and collaborative participation, leveraged strong communication skills, gravitas, and executive presence to deliver measurable results and transform the business.
A JV between Al Hail Holding, UAE and ORIX Corporation, Japan. Al Hail Holding is an Abu Dhabi based leading investment company & ORIX is Japan's largest leasing and diversified financial services conglomerate with assets in excess of US$ 88 billion & subsidiaries & associates in 36 countries worldwide.
Accomplishments:
• Monitored the regulatory landscape, and worked with key internal & external stakeholders to ensure regulatory compliance at all times, integration of industry best practice.
• Ideated and designed new loss mitigation tools to help customers successfully pay off loans.
Key Responsibilities:
• Established and implemented asset management policies, effectively manage the delinquent portfolio - analysed defaulting customers to adopt appropriate recovery and legal strategies.
• Partnered with 5 lawyers to manage legal - criminal and civil cases and follow up proceedings’ in respect of all decrees & negotiated settlement agreement.
• Served as SPOC- ‘Single Point of Contact' on the risk assessment of the asset portfolio and legal proprietary of credit documents and securities.
• Analysed portfolio risk and collection performance, reported KPIs and presented findings to senior management along with suggestions to improve processes, strategies as well as credit policies.
Accomplishments:
• Commanded collection process, delinquencies/ NCL and analysed portfolio risk and collection performance of the Bank. Responsible for ensuring attainment of annual and quarterly financial goals of the division.
• Managed recovery process, repossession of vehicles, home loan delinquency and managed 8 local & 7 international collection agencies for both Retail and BBD accounts.
• Effectively managed legal process and established legal policy for delinquent retail and business banking customers.
Key Responsibilities:
• Directed, managed and controlled operations of the Collections Department as well as development and day to day management of the in-house C&R team.
• Recommended and implemented improvements for productivity and continuity and fostered change and lead the unit through growth periods.
• Generated comprehensive reports and analysis for Senior Management, developed MIS to track, predict & monitor productivity and efficiency indicators.
Accomplishments:
• Instrumental in establishing the recovery department and instituting recovery strategies. Served as a part of a growing and strategically important team.
• Attained department plans to reduce defaulted client’s liabilities. Ensured that a strong governance culture is embedded, issues are escalated/ cascaded appropriately and that key risks are identified, discussed & mitigated.
Key Responsibilities:
• Developed recovery strategy and monitored overall performance and quality of asset and product portfolio.
• Effectively aligned the collection processes with Local collection agency & 5 international recovery agencies.
• Shouldered onus for overall performance and quality of asset, product portfolio (Credit Card, Personal Loan, Vehicle Loan, Business Loans & mortgages).
• Grading-Very Good and one of the top 3 graduates Additional Education: • Post-graduate Education (Criminal Law), Faculty of Law, Damascus University, Syria