Head: Home Loans Collections and Recoveries Strategy

Empowering Africa’s tomorrow, together one story at a time.
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

To lead the Home Loan collections and recoveries strategy, focusing on developing, implementing and monitoring collections, high risk account management, debt review, forbearance, recoveries, and distressed asset strategies for Home Loans. An outcome of the role is to optimise collections and recoveries and maintain performance within risk appetite. Take accountability to ensure leading-edge predictive techniques and modelling is developed and embedded to ensure competitive and sustained advantage.

Job Description

Accountability: Strategy, Planning and Risk Management
- Lead the adoption of leading-edge customer collection strategies in Home Loans, including pre-collections (high-risk account management), pre-legal, legal, and off-balance sheet.
- Develop and / or optimize collections and high-risk account management strategies (preventing a customer rolling into collections) using leading-edge techniques / scoring to maximize collections, including the ownership of implementation of the strategies (Example TRIAD, Collections Scorecards).
- Develop and / or optimize recoveries and asset realisation strategies.
- Expand on post write-off recovery strategies in an attempt to optimize this cashflow stream
- Expand and drive the growth of the asset related analytics in order to build stronger distressed sales models in support improve asset realisation
- Participate in the strategy setting and design of the Collections Operations and External Debt Collectors incentive programmes to ensure their effectiveness in motivating collectors and ensuring performance is improved to attain budgeted targets.
- Review and optimize Forbearance strategies (including Debt Counselling) to ensure recoveries are maximized whilst rehabilitating the customer.
- Maintain documentation of end‐to‐end credit collections strategy.
- Understand the interaction between the macro environment and credit performance and adjust credit collections strategies to accommodate stressed events - based on macro expectations.
- Contribute to development of short and medium term financial and business plans driven by business by providing advisory input on the acceptable risk/reward profile while supporting efforts to maximize the opportunities.
- Develop strategy and policy tests to challenge and enhance current strategies.
- Ensure Management Information (MI) in place or is developed to monitor strategy performance and effective implementation/adherence by quality checking MI teams reports and reviewing the information the relevant product committees.
- Ensure that the required portfolio reviews are completed, review the results and make recommendations to the business leaders on how their business activities should be tweaked to improve portfolio performance.
- Ensure systems used for implementing collections strategies are fit for purpose and identify and specify enhancements by confirming strategies are working as required and as per implementation plans.
- Manage and control all compliance, mandatory and regulatory accountability relating to collections and ensure both collectors and credit managers understand their risk obligations. These will include the National Credit Act (NCA), and the Enterprise Risk Management Framework (ERMF).

Accountability: Stakeholder and Relationship Management
- Coordinate and communicate collections activities with the respective BUs, Risk and Operations teams.
- Drive close collaboration with the Operations teams and instill a co-operative and conducive working relationship.
- Secure support from Collections and Recoveries Operations, Risk Teams, MI, Business teams, Finance and HR to deliver collections programs.
- Participate in the BU Exco / Manco meetings to ensure adequate communication and understanding of senior managers in the BU around the analytics-based methodology used by Risk and decision-making, and the benefits thereof.
- Support the BUs to deliver impairment targets and Loan Loss Rates aligned with the forecasting by providing proactive analysis and guidance on how to manage credit risk within acceptable levels.
- Establish credit risk modelling and measurement procedures and systems.
- Help identify and drive cross-sell and up-sell opportunities in the portfolio and identify pre-qualified business that can be targeted by the BUs in order to grow the portfolios.
- Liaise with various internal stakeholders (e.g. Risk Management, Credit Lending, Product Head, IT and Enablement, Group Risk) to secure their respective support in the implementation of changes to the credit underwriting strategies and also ensuring capacity exists to implement.
- Revie