Job Description

(total positions: 1, posted on: October 27, 2025)

Purpose of Job:

To strategically manage and oversee the bank’s portfolio of third-party collection agencies.  responsible for ensuring maximum recovery performance, maintaining strict compliance in line with State Bank of Pakistan (SBP) regulations, guidelines of fair debt collection and safeguarding the bank\\\'s reputation through effective vendor partnership management.

Vendor Strategy & Portfolio Management:

• Develop and implement the bank\\\'s strategy for outsourcing collections to third-party agencies.
• Conduct market research to identify, evaluate, and onboard new collection agencies based on performance, coverage, and capability.
• Manage the entire vendor lifecycle, including performance reviews, contract renewals, and terminations.
• Allocate delinquent portfolios to agencies strategically to optimize recovery rates.

Performance Management & Monitoring:

• Set clear, measurable Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for all assigned agencies.
• Monitor agency performance daily/weekly/monthly against targets for key metrics such as Recovery Rate and Cost-to-Collect.
• Conduct regular performance review meetings with agency officials to discuss performance, challenges, and corrective actions.
• Analyze collection data and trends to provide actionable insights and recommendations to both internal stakeholders and agencies.

Compliance & Risk Management:

• Ensure all collection activities strictly adhere to the State Bank of Pakistan\\\'s (SBP) Prudential Regulations and fair debt collection guidelines.
• Enforce the bank\\\'s Code of Conduct and ethical collection practices, ensuring zero tolerance for harassment, misrepresentation, or unethical behavior.
• Conduct site visits to agency locations to verify compliance with agreed-upon processes and data security protocols.
• Mitigate legal, reputational, and operational risks associated with third-party collections.

Relationship Management & Coordination:

• Act as the primary point of contact and build strong, professional relationships with collection agency management.
• Facilitate smooth coordination between the bank\\\'s internal departments (IT, Legal, Risk,Compliance, Operations) and agencies to resolve issues.
• Ensure agencies have the necessary system access, data feeds, and tools required to perform their duties effectively.

Reporting & Analytics:

• Prepare and present comprehensive performance reports to senior management on the effectiveness of the outsourced collection strategy.
• Analyze the cost-effectiveness of the vendor collection program compared to in-house efforts.
• Track and manage the agency commission and fee structure, ensuring accuracy and adherence to contracts.

Required Skills& Competencies:

• Expert Regulatory Knowledge: Thorough understanding of State Bank of Pakistan (SBP) regulations governing consumer lending, debt collection, and data privacy.
• Strong Negotiation Skills: Proven ability to negotiate contracts, SLAs, and commercial terms with vendors.
• Analytical & Data-Driven: Proficiency in analyzing data in MS Excel (Pivot Tables, V-Lookups) to drive performance decisions.
• Excellent Communication: Superior verbal and written communication skills in English and Urdu (and/or other regional languages as a plus).
• Relationship Management: Ability to manage difficult conversations and build strong, results-oriented partnerships.
• Problem-Solving: Strong analytical and problem-solving skills to address operational and performance issues effectively.

Qualification & Experience:

• Education: Bachelor’s degree in Business Administration, Finance, or a related field.
• Experience: Minimum of 5-7 years of experience in banking, with at least 3-4 years in a dedicated role managing retail collections, specifically third-party collection agencies, within the Pakistani financial sector.
• Industry Knowledge: In-depth understanding of the Pakistan banking industry, especially the retail lending and collections landscape.

Required Skills