Senior Manager, Retail Recovery Control

About QNB

Founded in 1964 as Qatar's first locally owned commercial bank, QNB Group has evolved into the largest banking institution across the Middle East and Africa region. With operations in over 31 countries spanning three continents, the group serves approximately 20 million clients through more than 1,000 branches and a 4,300 ATM network. Employing more than 28,000 staff, QNB is highly rated by international credit agencies such as Standard & Poor’s (A), Moody’s (Aa3), and Fitch (A+). It is also recognized as the most valuable banking brand in MEA by Brand Finance Magazine. The bank actively supports community development, sponsoring diverse social, educational, and sports initiatives.

Job Summary

This role entails managing the delinquent retail portfolio assigned by the SVP of Retail Recovery Control. The incumbent will spearhead efforts to systematically reduce overdue credit exposure (Retail NPL portfolio) encompassing personal loans, credit card arrears, vehicle and mortgage loan defaults. Responsibilities include strategizing loan restructuring, overseeing collection efforts, and collaborating with legal, police authorities, and external collection agencies to secure recoveries. The position reports to the SVP Retail Recovery Control and supervises the Retail Collection Unit to ensure rigorous execution of recovery strategies aligned with bank policies and regulatory compliance.

Main Responsibilities

• Implement and continuously enhance the approved collections strategy to diminish loan losses effectively.
• Conduct detailed analyses of the Retail NPL portfolio to identify trends and develop bucket-wise intervention measures prioritizing higher-risk accounts.
• Engage proactively in policy revisions to stay responsive to evolving market conditions and safeguard the bank's interests.
• Formulate and implement feasible loan restructuring agreements, securing necessary approvals, negotiating with customers, and ensuring compliance to minimize losses.
• Ensure strict adherence to collection and provisioning guidelines consistent with internal policies, QCB regulations, accounting standards, and industry norms.
• Coordinate extensively with internal business units, credit risk officers, and external agencies to maximize recovery efficiency.
• Monitor performance against KPIs and benchmarks defined by executive leadership, advocating best practices and cost-effectiveness.
• Maintain comprehensive insight into every assigned retail NPL case by reviewing customer details, conducting site visits, and liaising with market intelligence sources for early risk detection.
• Develop robust relationships with internal divisions such as Legal and Collections, plus external professionals and government bodies to facilitate recovery operations.
• Implement stringent procedures for contacting delinquent customers, including verbal and written notifications.
• Collaborate with relevant units and early warning officers to identify and verify non-performing accounts using diverse information channels.
• Supervise the Retail Collection Unit ensuring compliance with policies and effective operational execution.
• Manage legal processes including case filing, issuance and cancellation of legal notices, and coordination with external legal counsel and authorities.
• Monitor collateral valuations, manage public auctions independently, and oversee loan loss provisioning consistent with regulatory standards.
• Generate timely comprehensive reporting for senior management, auditors, compliance, regulators, and other stakeholders on portfolio status and activities conducted.
• Uphold strict compliance with all applicable laws, internal control frameworks, and risk management practices including AML, CTF, data protection, fraud prevention, and whistleblowing protocols.
• Commit to continuous professional development by completing mandatory training and participating in relevant seminars to maintain qualification for the role.
• Maintain the highest confidentiality and data protection standards for all sensitive bank and customer information, disclosing only on a need-to-know basis to appropriate authorities within the bank and regulators.
• Support ad hoc duties as assigned to further the bank’s operational goals and uphold its reputation.