Head of Collection


Head of Collection


Full time

Reports to:

Chief Credit Risk Officer

  • Reporting to Chief Credit Risk Officer, the Head of Collections role is responsible for setting and executing the strategy and tactics for collection operations of TBC Bank that originates and services retail and business loans. This position will oversee the daily activities of the collections team and be responsible for ensuring that KPIs and SLAs are maintained, while also providing a professional and respectful customer experience.
  • This position manages all components of the collections and recovery lifecycle (soft, hard and litigation), with a primary focus on controlling delinquency levels and driving improved collectability for accounts. This role will work collaboratively with our internal teams including Credit, Data Science and Customer Service. We are looking for a candidate who can both manage the current process as well as recommend new approaches, policies or procedures to continue to improve overdue portfolio collection performance.

Main responsibilities:

  • Manage all activities in the collection and recovery function from the first day of delinquency through judgment enforcement (soft, hard, litigation)
  • Negotiate payment plans, modifications, settlements, and litigation recommendations subject to policy
  • Continually review methods and procedures, improve workflow and efficiency through systemization and automation
  • Prepare status reports with metrics and analyses for management, with an emphasis on automated reports and trigger warnings
  • Ability to critically review and make necessary recommendations on customer loan exposures, including Legal action
  • Organize and Lead collections meeting with Senior Management to review portfolio performance, projections, roll-rates and highlight issues/changes/opportunities
  • Provide strong leadership to a team of collectors in a constantly evolving and increasingly complex business environment
  • Establish, measure and report on key performance metrics to assess departmental effectiveness and identify areas of weakness/opportunity
  • Recruit, hire and train new team members and manage staffing to ensure headcount levels are adequate and motivated to achieve planned KPIs
  • Collaborate with senior leaders in Risk, Underwriting, Legal and Finance in creation and execution of collections and recoveries strategies
  • Be an example of customer service skills including the ability to professionally manage difficult customer communications while maintaining a professional and respectful customer experience

Main requirements:

  • Higher education
  • Knowledge of legal and regulatory aspects of collection process in Uzbekistan
  • Collections experience preferred (in Uzbekistan)
  • Management experience preferred min. 2 years
  • Familiarity of working in collections software platforms preferred
  • Knowledge of phone, email & other customer contact tracking systems (especially IVR, Dialers, GSM Gateways)
  • Excellent communication and organizational skills required
  • Experience gathering data and developing reports
  • Proficient in Microsoft applications


  • Analytical skills
  • Teamwork skills
  • Ability to make independent decisions
  • Advanced multitasking, organizing and planning skills
  • Sense of responsibility


  • Russian
  • Uzbek
  • English – welcomed

Please, send your CV via email: job@tbcbank.uz