Job Description

 About the Role:

We are seeking a highly experienced and dynamic Servicing Group Head to lead our Servicing Group operations at the Operation Central Office. This pivotal role oversees the Company’s trade debtor account NPL collection, credit loss recovery operations, and Business Process Outsourcing (BPO) activities. The successful candidate will play a key role in shaping collection strategies, driving operational excellence, and fostering a culture of continuous improvement aligned with the company’s mission and vision.

Key Responsibilities:

• Lead and oversee all Servicing Group functions including NPL collection, credit loss recovery, and BPO operations.
• Develop and implement strategic plans, policies, and procedures to achieve performance excellence and compliance with all regulatory requirements.
• Set and monitor KPIs reflecting the PDCA (Plan, Do, Check, Analyse) continuous improvement cycle.
• Drive initiatives to improve collection performance, recovery rates, and operational efficiency.
• Lead, mentor, and develop a team of professionals to achieve departmental goals and service standards.
• Manage budget and resource allocation for all servicing operations.
• Build and maintain strong relationships with internal departments, regulators, governing authorities, and business partners.
• Prepare timely and accurate performance reports for management review and strategic decision-making.

Job Requirements

 Requirements:

• Bachelor’s degree in a relevant discipline; Master’s degree in Business Administration is an advantage.
• Minimum 12 years of experience in collection or recovery-related work with a proven track record of success.
• Minimum 10 years of leadership experience in managing BPO operations, including debt collection or in-bound call centre services.
• Strong background in collection systems, telephony, CRM, or customer communication technology projects.
• Experience liaising with regulators, governing authorities, and non-profit organisations concerning collection operations.
• In-depth understanding of financial concepts, including MFRS9 impairment loss provision, cash flow, and cost of collection.
• Familiarity with laws and regulations governing debt collection and BPO activities within the financial services industry

Skills