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The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.







Collections Front End Supervisor

Locations: Dubai Job Function: Financial Reporting Operations Employee Status: Regular Job ID: 20195431

Job Purpose: Assist the collection manager to manage the Frontend team to achieve the monthly team targets set – namely key productivity metrics and flow rates

Job Background/context: Collection needs an experienced and full time supervisor to manage a team in terms of productivity and coaching, as well as achieve team flow rate targets.

Key Responsibilities:

  • Manage and control the Frontend bucket and aligned to Net Credit Loss Plan
  • Manage a team of collectors to ensure all collections activities are diligently carried out, and any processes in place are in compliance to existing company policies and guidelines.
  • Work in close conjunction with the Collections Manager on upcoming new strategies
  • Close and daily monitoring of the collections intensity reports to ascertain any bleeps in particular portfolio cycles
  • Anticipate and recommend appropriate action plans to address potential deterioration
  • Monitor and counsel non-performers within the team by regular coaching, and encourage top performers on an active basis
  • Ensure collectors are trained in line with job requirements and address skillset gaps
  • Awareness and adherence to GCCFRP, Global consumer debt collections best practices and complaints policies.

Development Value:

  • For the candidate this is great opportunity to work with a high size team and gain experience in best collection practices.
  • Opportunity to work in a fast-paced environment with multiple priorities and challenging targets.
  • Progression to Collections Manager
  • Lateral movement possible within other teams to learn new tasks and responsibilities
  • Progression to other units within O&T for job skill enhancement or for change.

Person Specification


  • 5+ years experience in Collections
  • Familiarity with existing Collections system and processes preferred
  • Previously managed a team of over 10 staff
  • Ability to think out of box suggestions


  • Effective time management skills
  • Strong understanding of business priorities and criticality of adherence to timelines
  • Effective communication within all management layers and strong coordination skills
  • Strong knowledge on internal and external collection operational processes
  • High level of understanding of controls framework and importance of escalation and transparency
  • Good interaction with internal and third parties maintaining Citi standards and ethics level at all times


  • Bachelor’s Degree preferred


  • Results oriented, assertive, innovative, resourceful and attentive to details
  • Ability to work in fast-paced environments, multitask and react in short timeframes
  • Creative approach while dealing with ambiguity with the ability to anticipate challenges and develop innovative solutions


Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - AE


Time Type :


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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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