Manager, NHL Collections

SUMMARY / INTRODUCTION

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. It also safeguards the bank’s reputation by maintaining compliance with collection policies, consumer protection regulations, and the established code of conduct.

KEY RESPONSIBILITIES

• Manage allocated overdue accounts and achieve monthly collection targets.
• Monitor individual efficiency and productivity against assigned performance targets.
• Gather detailed information on overdue customers and accurately document collection activities in the system.
• Negotiate suitable repayment arrangements and settlements with customers, consulting the Head of Collections when required.
• Conduct customer follow-ups in accordance with the bank’s collection procedures and code of conduct.
• 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.

REQUIREMENTS / QUALIFICATIONS

• Required
• Bachelor’s degree.
• Minimum 3–4 years of collections experience.
• Excellent communication and customer-handling skills.
• Strong negotiation and persuasion skills.
• Basic banking knowledge.
• Good computer skills.
• Understanding of KYC, AML, consumer protection, and collection compliance requirements.

Preferred/Beneficial

• 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.

About Us:

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.

Life at FAB:

Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization

Career Development:

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.

Our Values:

At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have 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 globaly that rewards your hard work and dedication.

Join our team and be part of a journey to shape the future of banking.