Job Summary The incumbent will be responsible for managing the collection process for an assigned portfolio of delinquent Retail customers of QNB (as assigned by SVP, Retail Recovery Control) with the objective of progressively reducing overall overdue credit exposure of the bank (Retail NPL Portfolio) through implementation of loan re‑structuring, collection and collateral asset sale strategies using coordination and interaction with the defaulting customers, Legal personnel, the state police authorities and external debt collection agencies hired by the bank, if any.
The Retail NPL Portfolio will include but not limited to over‑due personal loans and advances, late credit card payments and defaulted vehicle loans and mortgage loans. The Retail Division Collection Unit will report on a dotted line basis to the SVP, Retail Recovery Control. The incumbent will closely coordinate with, and monitor and supervise, the Retail Collection Unit to monitor and control Retail NPL accounts’ operations to comply with the agreed remedial account strategy, bank’s procedures and guidelines and to achieve bank’s objectives.
Responsibilities A. Stakeholder & Financial Implement the bank has approved overdue loans collections strategy to minimize loss to the bank. Continuously identify ways to improve collection process and recommend implementation.
Conduct thorough analysis of the bank’s Retail NPL portfolio to identify bucket‑wise trends and formulate strategies to ensure progressive reduction in bucket‑wise outstanding / overdue figures, especially for the higher end buckets (associated with high probability of default). For the lower‑end buckets (representing one or two instalments overdue), ensure proactive steps are immediately taken to collect the overdue amounts on timely basis to prevent the outstanding amounts from moving to the higher‑end default buckets.
Pro‑actively participate in the preparation / updating of policies and procedures to meet the needs of current market and working environment to protect the best interests of the bank and to ensure efficient and effective process flow of the Department’s functions.
Formulate feasible remedial / collection strategy for re‑structuring / re‑scheduling of defaulting clients’ accounts, obtain approval from relevant approving authority, negotiate and finalize with customer and implement approved work‑out strategy and action plan in an efficient and effective manner, and continuously identify ways to improve collection process, and ensure close follow up and monitoring for compliance with agreements to minimize losses for the bank.
Properly implement collection and provisioning process in accordance with QNB’s policies and procedures and in compliance with QCB and other relevant regulatory requirements, accounting standards, and industry norms.
Work closely and coordinate with all concerned QNB Business units, Credit Risk officers, Department’s staff and third‑party collection agents engaged by the bank to aggressively pursue their collection objectives and goals.
Adhere to, and achieve collection control team Benchmark levels, and KPIs, as stated by EVP, Group Remedial.
Implements KPI’s and best practices for Retail Recovery Control.
Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
Act within the limits of the powers delegated to the incumbent.
B. Customer (Internal & External) Ensure full knowledge and understanding of all Retail NPL cases assigned including reviewing all customer and deal information including conducting site visits, and assessing the true status of the customer’s business, maintain close links with market intelligence to quickly respond to identified risk issues and potential problems.
Build and maintain strong and effective working relationship with the Retail Banking Division – Collections Unit, the QNB Legal Department and all other concerned QNB units, as well as external third party professionals, legal consultants, government officials, etc. to achieve the Department’s goals and objectives.
Keep close tabs and follow up on customer activities and whereabouts through communication with such customer’s employer, Telecommunication companies, Ministry of Interior information centers, credit bureaus, etc.
Implement policies/ procedures and related processes pertaining to the Retail NPL collections function, which includes guidelines for initiating contact with the errant customers (verbal/ written reminders).
C. Internal (Processes, Products, Regulatory) Work closely and proactively with Retail Banking and Asset & Wealth Management Business units, and or the Early Warning officers to identify non‑performing customers.
Collect updated information on the identified Retail NPL customer by conducting comprehensive checking with all possible resources including QCB Credit Bureau, other bankers, suppliers, buyers, competitors and other relevant third parties (without duplicating checking already made by the Early Warning officers).
Assign / transfer the overdue Retail accounts to the Retail Collection Unit for day‑to‑day management as soon as deemed necessary and appropriate (after exhaustive efforts by the business area to settle the overdue balances have failed).
Supervise, monitor and control the Retail Collection Unit’s activities to ensure proper implementation of agreed collection strategies in an efficient and effective manner, and in compliance with the bank’s policies and procedures, as well as QCB regulations.
Immediately advised the bank’s Legal personnel of such Retail NPL accounts and provide them with relevant legal documentation related to the exposure as early as possible so that timely action can be initiated to avoid further deterioration of the account and or initiate early recovery of the overdue amounts including conducting thorough legal documentation review and security / collateral confirmation and re‑valuation to assess the current legal and collateral position of the bank to formulate the appropriate remedial, re‑structuring / and collection strategy for such account with the best interests of the bank in mind and or to assist in building up bank’s case against the customer.
Determine updated collateral (real estate and movable assets) values and mark to market values of securities pledged – if any, and assess the liquidity of such collateral to estimate recovery potential upon liquidation scenario execution.
Recommend, in coordination with Retail Collection Unit, engagement of competent and reputable external debt collectors to augment retail collection efforts, especially for overseas defaulters overseas, and manage the relationship by ensuring the existence of a process whereby timely and updated information regarding defaulting / absconding customers is provided to them to help the agencies in their efforts to track such customers; and in turn periodic collection status reports are given to the Department to update us on developments. Responsible for recommending termination of low performing debt collectors.
Initiate and recommend, in coordination with Retail Collection Unit and QNB Legal Counsel, the engagement of competent external legal counsel, and or referral / filing of case against the erring customer with the Police authorities if deemed necessary and appropriate, particularly for large and complicated delinquent exposures and difficult / non‑cooperative clients.
Prepare and release Legal Notices when cases are filed, and cancel such Notices when cases are settled.
Closely follow up and monitor Retail NPL cases referred to external collection agents, external legal counsel, police authorities and or legal (civil/ criminal) courts and provide regular periodic reports summarizing status and developments of such cases.
Execute on timely basis the required actions related to the management, control, monitoring, maintenance and reporting of Retail NPL portfolio including but not limited to: formulation / negotiation and finalization of re‑structuring / re‑scheduling agreement with customers – including tenor extensions; reversal of accrued interests; interest rate reductions; re‑activation of credit cards; determination and booking of Loan Loss Provisions, in accordance with the delegated authorities granted by the Group Credit Committee, the Bank’s policies and procedures and the QCB requirements.
Manage the public auctions process and ensure the independence over the selection and evaluation of bids.
Properly record loan loss provisions in accordance with appropriate Senior Management approval and QCB requirements.
In coordination with the Retail Collection Unit, ensure the preparation of timely and accurate information concerning the bank’s delinquent Retail accounts portfolio and collection and control status reports for the SVP, Retail Recovery Control, Group Chief Risk Officer and concerned Senior Management, the internal and external auditors, and Group’s Compliance and Legal functions, relevant regulators, as and when required. The Reports will include but are not limited to: Daily Risk Report, Vehicle Repossession Report, Police Cases Report (cases raised or filed), and Ex‑Staff Outstanding Report. Deceased Customers Report Reversed Interest Report. Re‑scheduled Loans Report, Collateral (Vehicles) Sold Report.
E. Legal, Regulatory, and Risk Framework Responsibilities Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (AML & CTF, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).
Understand and effectively perform your role under the Three Lines of Defence principle to identify, measure, monitor, manage and report risks.
Ensure systematic good outcomes for clients in accordance with Conduct Risk policy.
Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements.
Maintain appropriate knowledge to ensure full qualification to undertake the role.
Complete all mandatory training provided by the Bank, attain, and maintain the required levels of competence.
Attend mandatory (internal and external) seminars as instructed by the Bank.
F. Other Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.
Maintaining utmost confidentiality concerning customer and internal bank information obtained during the course of business and provide such information on a need to know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators.
Maintain high professional standards to uphold QNB's reputation and to strengthen its market leadership position.
All other ad hoc duties/activities related to QNB that management might request from time to time.
Responsible for identifying errant customers, and closely working with Retail Banking Division – Collection Unit, for containing, minimizing and or reducing the bank’s NPL portfolio exposure levels and mitigate risks of further deterioration, through formulation and implementation of a feasible re‑scheduling agreement; frequent customer contacts to monitor customer’s activities and status; taking of legal action and enforcement of security if any, and the aggressive pursuance of the repayment of the overdue debt through all legal and market accepted means in accordance with QNB policies and procedures and in compliance with QCB regulations.
Education and Experience Requirements Bachelor’s degree preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study). At least 8 years of relevant experience, preferably within a highly rated international bank (or other comparable financial services or consultancy company) in a Retail or Corporate risk function.