Manager - Collections & Payment Support - Dubai Holding Real Estate

Job Purpose:

The Job holder will be responsible to lead the collection and payment function by efficiently managing and ensuring timely collections, maintaining customer relationships while providing strategic insights and recommendations to enhance the payment and collection process.

Key Responsibilities:

• Develop and implement comprehensive plans and action steps to effectively optimize collections processes, reduce overdue accounts, maximize financial recovery, and enhance overall portfolio performance.
• Implement a robust and streamlined tracking system to effectively monitor and maintain an organized inventory of all payment collection cases, ensuring timely resolution and maximizing financial recovery.
• Prepare comprehensive reports on trends, settlements, and portfolio evaluation for management and provide valuable insights through detailed reports for effective decision-making by management. Ensure that an up-to-date record logs/registers for all transactions are maintained and available for report generation.
• Identify potential risks associated with payments and collections, implementing mitigation strategies as necessary.
• Identify opportunities to streamline the processes and enhance efficiency by providing recommendations to management.
• Conduct thorough analysis to identify trends, patterns, and potential risks for informed decision-making and efficient resolution.
• Monitor accounts for signs of financial distress and take appropriate action to protect the company’s interests.
• Maintain proper information flow between the Finance Department and Customer Relations Management Department, ensuring proper defaulters follow up.
• Collaborate with the leasing and property management teams to optimize space utilization and revenue generation.
• Review the receivable portfolio and assess the impact of terminations on the overall financials.
• Maintain formal, collaborative relations with all governmental entities to ensure a coordinated approach on government relations at all levels.
• Maintain positive customer interactions and provide satisfactory resolutions to inquiries.
• Ensure strict compliance with legal regulations and company policies in all payment collection processes to mitigate potential risks.
• Keep abreast of new changes or amendments to the prevailing laws/rules/regulations changes in forms/formats and other procedures and keep the team or other internal departments informed.
• Manage and mentor the payments and support team, fostering a culture of excellence and collaboration.
• Provide training and support to team members to enhance their skills and performance.
• Leverage technology to improve payment processing and customer support functions, including CRM and payment management systems.
• Stay updated on industry trends and best practices in payment technology.

Desired Candidate Profile:

• Bachelor’s degree in Finance, Business Administration or a related field; Master’s degree preferred.
• Knowledge of legal regulations and procedures related to payment and collection management.
• Strong understanding of collection processes, payment systems, and customer service principles.
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and team members.
• Min 4-6 years’ experience with at least 2+ years experience in a managerial role, preferably in the real estate sector.
• Proficiency in MS Office suite, particularly MS Excel for data and reporting.
• Conversant with CRM system (YARDI)/Salesforce.
• Strong analytical skills – ability to interpret data and draw actionable conclusions.
• Excellent verbal and written communication skills.
• Strong negotiation abilities to handle interactions with clients/customers professionally.
• Ability to convey complex financial information in a clear and concise manner.
• Detail-oriented and team player.
• Ability to handle multiple tasks and meet deadlines.
• Ability to prioritize collections efforts based on the urgency of outstanding payments.