Manager, Collection Systems

Role overview

This position focuses on managing collection dialer operations in a fast-moving call center setting. The role supports campaign execution, reporting, compliance, and system performance to help ensure collection activity runs efficiently and aligns with internal and regulatory standards.

Key responsibilities

• Oversee daily dialer operations, making sure call records are received on time and campaigns begin as scheduled.
• Keep outbound campaigns running effectively and monitor dialer performance, including metrics, reports, and intensity targets.
• Adjust campaign settings throughout the day, including dialling modes such as predictive, preview, and progressive.
• Track daily dialer account records and ensure campaign updates reflect the current calling strategy, such as DPD or balance-based sorting.
• Monitor agent activity in real time to prevent idle or unproductive status.
• Review reporting on a daily basis and recommend changes to the business plan based on prior-day and month-to-date results.
• Work with business partners to identify staffing gaps, agent patterns, and performance trends.
• Support future planning and the rollout of new initiatives with internal stakeholders.
• Extract, analyse, and manipulate dialer data, then build and maintain dashboards and reports for live tracking, historical review, and decision support.
• Identify technical problems in the dialer environment and coordinate with IT and telephony teams to maintain uptime and performance.
• Support upgrades, installations, patches, and project implementations linked to the dialer platform.
• Help business and risk teams define or refresh control inventories, workflows, and processes to ensure consistent requirements are applied.
• Monitor changes in enterprise, industry, and regulatory expectations and help drive remediation where control gaps or deficiencies are found.
• Create action plans for control issues and identify process improvements where appropriate.
• Ensure interactions are recorded and reported accurately in the core system.
• Keep abandoned calls within acceptable limits.
• Develop and refresh methodology, guidance, and communication tools to share best practices and support continuous improvement.
• Contribute to team training and selected departmental initiatives.
• Ensure adherence to local legal, regulatory, KYC, AML, and compliance requirements, and escalate developments that may affect collection activity or legal actions.
• Carry out additional duties as assigned.

Requirements

• Bachelor’s degree is required.
• A degree in Telecommunications, Information Technology, or a related discipline is preferred; equivalent relevant technical experience of 5 years can be considered in place of a degree.
• Previous experience in a fast-paced collections call center environment is needed.
• Good understanding of outbound collections regulations and operating rules.
• Ability to examine complex data sets, spot trends, identify gaps, and recommend improvements.
• Strong written and verbal communication skills, with the ability to explain issues clearly and prepare reports for senior leadership.
• Capability to build ownership, accountability, and collaboration across teams, and influence stakeholders at different levels.
• Comfort working independently with minimal day-to-day supervision while meeting deadlines.
• Ability to manage ambiguity, coordinate several project tasks at once, and deliver on commitments.
• Collaborative mindset for maintaining productive relationships with internal stakeholders and examiners.
• Experience handling risk data, reporting, analysis, and systems.
• Background in highly matrixed, fast-paced environments.

Additional information

This is a full-time onsite role based in Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates.

The position involves supporting collection systems operations, compliance controls, reporting, and continuous improvement initiatives.

Compliance and regulatory focus

The role includes active attention to legal and regulatory obligations, including KYC and AML expectations, and requires timely reporting of any developments that could impact collection operations or related legal actions.