Unit Head – Collections & Recovery

Job Title: Unit Head – Collections & Recovery Department: Retail Banking Job Overview We are seeking an experienced collections and recovery leader to oversee the Bank’s Collections & Recovery function across Retail and SME portfolios. The role is responsible for developing and executing effective collections, rehabilitation, recovery, and portfolio remediation strategies to minimize delinquency, maximize recoveries, maintain portfolio quality, reduce credit losses, and ensure customer-centric, ethical, and Shariah-compliant collection practices.

As per the Bank’s operating model, all collections activities for both Retail and SME Banking portfolios are centralized under this role.

Key Responsibilities

Develop and execute the Bank’s collections and recovery strategy across Retail and SME portfolios. Lead collections operations for Personal Finance, Auto Finance, House Finance, BNPL, SME Financing, and Business Banking portfolios. Monitor and manage delinquency trends, roll rates, cure rates, and non-performing finance levels.

Design and implement early-stage, mid-stage, and late-stage collections strategies. Develop portfolio segmentation and customer treatment strategies based on risk profiles. Develop and oversee recovery initiatives for non-performing and high-risk accounts. Manage outsourced collection agencies, recovery vendors, legal firms, and field recovery resources.

Establish SLA frameworks, governance structures, and performance scorecards for collection partners. Work closely with Legal teams on litigation, enforcement actions, and legal recovery strategies. Collaborate with Risk teams to identify emerging risk trends and portfolio vulnerabilities. Monitor collection costs, recovery efficiencies, and overall economic performance of recovery programs.

Implement digital collection tools, analytics, customer contact strategies, and automation initiatives. Ensure compliance with SBP regulations, customer protection requirements, internal policies, and Shariah principles. Monitor customer complaints and conduct-related observations linked to collections activities. Develop rehabilitation and regularization programs for distressed customers where appropriate.

Prepare portfolio reviews, collection dashboards, management reports, and committee presentations. Drive continuous improvement across collections processes, systems, controls, and recovery frameworks. Build, mentor, and develop a high-performing collections and recovery team. Experience Required Minimum 12–15 years of banking experience with significant exposure to Collections & Recovery, Consumer Finance, SME Banking, Credit Risk Management, Portfolio Management, and Retail Banking.

Minimum 5 years in a senior leadership role managing collections and recovery operations. Experience in Islamic Banking, Digital Banking, and unsecured lending portfolios will be an added advantage. Educational Background Required Bachelor’s degree in Business Administration, Finance, Banking, Accounting, Economics, or a related discipline.

Master’s degree or professional qualification preferred. Skills & Competencies Collections & Recovery Management Delinquency & Portfolio Analytics Consumer & SME Financing Portfolios Recovery Strategy Development Credit Risk & Early Warning Frameworks Vendor & Agency Management Legal Recovery & Litigation Coordination Portfolio Analytics & Reporting Recovery Process Automation Financial & Commercial Analysis Regulatory Compliance Performance Management Raqami Bank is an equal opportunity employer.

We welcome applications from all qualified individuals, including Persons with Disabilities (PWDs), and are committed to fostering an inclusive workplace where everyone has the opportunity to succeed. Last date to apply: November 6, 2026