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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.







Remedial Team Leader

Locations: Dubai Job Function: Remediation Employee Status: Regular Job ID: 20195437

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

Job Background/context: Collection needs an experienced and full time senior officer to lead the Remedial team in providing solutions to financially distressed customers within the Remedial Policy guidelines

Key Responsibilities:

  • Tracking and monitoring of Rewrites and Forbearance requests (In progress, Rejected and Booked cases);
  • Responsible for all other Remedial programs launched, such as Forbearance, Emergency Relief Plans, and Payment Deferrals
  • Co-ordinate and follow up with other units and department (CIU / Document collection Unit and etc.) to expedite the process and reduce Turn Around Time (TAT) for remedial processing and bookings
  • Ensure strict controls are in place for offered restructuring solutions (Rewrites, Settlements, Forbearance and etc.)
  • Review Rewrite files on individual basis
  • Review account eligibility for Re-age for further confirmation and booking
  • Periodically review the Remedial process and provide feedback with suggestions to improve the process;
  • Ensure adequate team capacity is in place to contribute the expected results
  • Timely submissions of performed checks and feedback to Controls/Compliance departments;
  • Perform call monitoring to evaluate quality of calls with further coaching and feedback to collectors;
  • Analyze daily reports with performance numbers achieved and evaluate for further improvement;
  • Report the progress on daily, weekly and monthly basis to management;
  • 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
  • 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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