Job title: Head of business support & recoveries
Job type: Permanent
Emp type: Full-time
Location: Dar es Salaam
  • Banking
Job published: 05-11-2018
Job ID: 32114

Job Description



Sales and Service 5 - 10%



  • Manage relationships with internal & external customers in a manner that, through professional communication of often uncomfortable messages increases customer satisfaction and enhances the bank & Business Support & Recoveries brand.
  • Identify sales opportunities, progressing these in partnership with Relationship Managers/Relationship Directors and group companies. Work with customers to resolve any complaints they raise on the Business Support service.
  • Deliver income targets and adherence to Managing for Value principles.



Credit Risk Management 20 - 25%

Outputs to deliver this accountability:


  • Sole lending discretion of up to £1m, including authority to lend up to £50k of new funds.
  • Apply EWL, Impairment and Forbearance Policies, where appropriate, to ensure impairments are raised or released in a timely and appropriate fashion. Ensure accurate and timely forecasting of impairment.
  • Offer support & advice to Business Support & Recoveries staff as necessary, getting involved directly in (a limited) number of customer cases.
  • Oversee the Business Support & Recoveries Portfolios for Tanzania, monitoring trends and discussing with Head of Africa Business Support, the Head of Wholesale Credit
  • Own the  Tanzania Impairment Policies and ensure these are consistently maintained and updated in line with Group/BA Policy.
  • Ensure sampling of Business Support & Recoveries Managers



Business Team Management 50 – 60 %

Outputs to deliver this accountability:


  • Champion the Business Support & Recoveries brand to internal and external customers, develop a strong network of internal contacts, external and panel professionals to maximise benefits and promote the team.
  • Personal responsibility for the management of the Business Support & Recoveries Tanzania team delivering high quality performance management of team members consistent with group best practice
  • Driving business performance, including setting appropriate targets and challenges and providing highly effective performance management information.
  • Personal responsibility for recruiting and developing high quality team members.  Identifying and fulfilling individual team member training and development needs.
  • Manage and monitor the use of professionals including accountants, turnaround professionals, solicitors and property professionals.
  • Responsibility for personal adherence to governance, compliance and lending portfolio controls, including proactive management of agreed responsibilities for Data Integrity.
  • Ensure appropriate Management Information systems are in place.
  • Coach, support and encourage other members of the team such as assisting their technical development.
  • Be responsible for the sharing of knowledge including technical solutions, tips, ideas and good practices within own and across other teams
  • Proactively adopt agreed change initiatives, e.g. in support of process and quality improvements 



Experience and Qualifications Required


  • Proven practical capability to effectively manage complex risk situations
  • Proven leadership ability
  • Track record in recruiting and developing high quality people
  • Proven success in a customer-facing role
  • Proven success in Business Support Role



Technical skills/ Competencies

  • Strong Business and Risk identification/analysis
  • Strong negotiation and influencing skills
  • Strong use of analysis and judgment
  • Strong interpersonal skills
  • Very good written and verbal communications skills
  • Personal organisation and time management
  • Computer literacy
  • Communication / Influence (Advanced)
  • Relationship / Partnership Approach (Advanced)
  • Service Excellence (Core)
  • Technical Skills and Knowledge (Advanced)
  • Drive for Results (Advanced)
  • Problem Solving / Decision Making (Advanced)
  • Team building/Team player (Core)
  • Commercial/Entrepreneurial (Advanced)



Knowledge and Experience

  • Excellent understanding of risk management policies and procedures.
  • Comprehensive understanding of the principles of turnaround and managed exit strategies
  • Sound knowledge of insolvency legislation and procedures in several jurisdictions.
  • Knowledge of the bank’s service standards.
  • Good knowledge of the flex system
  • Good current knowledge of all branch based lending products including pricing / tariffs.
  • Knowledge of the scope and activity of Recoveries as well as the practical application of recovery techniques in such situations. An understanding of EWL, Impairment & Forbearance policies
  • Comprehensive knowledge of the services provided by restructuring/insolvency professionals
  • Understanding of the Bank’s policies on Governance, Compliance and Complaint handling, in addition to FSA requirements
  • Corporate computer systems, e.g.CCRS, GCIS etc.
  • Broad knowledge and understanding of the vision for Africa and the contribution made by Business Support & Recoveries.
  • Relevant professional qualification would be an advantage





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