Senior Manager collection/ Quality Assurance

PROFESSIONAL SUMMARY

**+ years of success in Personal Banking, Credit Recovery, and

Operational Risk Control

Strategic and result-oriented collections leader with a proven record of implementing high-performance recovery solutions in the UAE banking sector, particularly within unsecured lending. Known for enhancing portfolio performance, reducing delinquency ratios, and leading collection teams with integrity and compliance. Proven ability to navigate complex stakeholder relationships including regulators, legal entities, and high-value customers.

WORK HISTORY

Senior Manager – Collections & Recovery, 11/2017 - 05/2022 The National Bank of Ras Al Khaimah (RAKBANK), Dubai, UAE Manager – Collections Secured & Unsecured Lending, 01/2007 - 11/2017

The National Bank of Ras Al Khaimah (RAKBANK), Dubai, UAE Collections Department Manager, 05/2005 - 12/2006

Juma Al Majid Group (Finance Division), UAE

PREVIOUS ROLES

Head of Retail Recovery Supervisor Jul 2001 – May 2005 Quality Assurance Developer Dec 2000 – Jul 2001

Shift In-Charge Collections Supervisor Aug 1996 – Nov 2000 Dubai, UAE

+971-**-***-****

********@*******.***

SKILLS

KEY ACHIEVEMENTS

EDUCATION

Bachelor's Degree in Banking &

Finance, 1996

Applied Science University -

Amman, Jordan

LANGUAGES

English

Fluent

Arabic

Fluent

HAYAM SHAKER

Spearheaded collections strategy across national unsecured lending portfolios.

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Reduced risk exposure through strategic restructuring, deferments, and settlements.

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Collaborated with regulatory bodies (e.g., Central Bank, Courts, National Debt Fund) to accelerate recovery.

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Launched remedial programs including the "Restructure-NLS" policy tailored for UAE Nationals.

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Oversaw entire collection unit and supervised recovery from complex portfolios.

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• Managed legal escalations and account restructuring strategies. Maintained excellent audit compliance (achieved “Satisfactory” internal audit rating).

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Utilized systems like Finacle, RLS, and Intellect to monitor account status and performance.

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• Led collections for multiple branches and divisions across UAE. Developed MIS tools to identify weak points and improve recovery rates.

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• Hadaf Al Khaleej Debt Collection LLC – UAE

• Showtime (OSN) – Dubai

• Mashreq Bank (P.S.C.) – Centralized Recovery Unit – Dubai Personal Banking Collections

(Secured/Unsecured)

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• Debt Restructuring

• Settlement Negotiation

• NPA/Write-Off Pool Management

• Regulatory Compliance (CBUAE)

• Audit, MIS Reporting

• Legal Collections

• Litigation Coordination

• Team Leadership

• Training

• Customer Retention

• Default Prevention

• Ethical conduct

• Decision-Making expertise

• Strategic leadership

• Strategic thinking

• Operations planning

• Forecasting

Developed & executed cost-

effective restructuring plans for

distressed accounts.

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Recognized for maintaining

minimal litigation expense while

improving NPL recovery.

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Built and trained multiple high-

performing collection teams

aligned with compliance norms.

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