Collections Management & Strategy

Online Course


1 Dec 2019
2 Dec 2019
8:00 am to 5:30 pm
  • All

This program is designed to allow senior managers, team leaders and frontline collection officers to understand the opportunities and imperatives in Collection Management & Strategy.

Program Overview

For years, financial institutions have competed with one another to provide mortgages, home equity loans, vehicle financing and credit cards, but today they are also competing to be the first ones paid back. According to The Nilson Report, credit card lenders expect to write off $595 billion in loans over the next five years. The outlook is similar for mortgage lenders; they expect an overall default rate of over $400 billion for loans in-place in late 2020.
Today’s organizations face unique challenges pertaining to the Key Drivers like People, Process, Strategy, Customer Focus & Big Data Management to monitor the overall Collections Process. Hence the biggest challenge is to strengthen all the competencies of Collection Management & Strategy Skills in a real life context.
This Program will help in an opportunity to showcase learning in terms of Case Studies & Role Plays & develop individual as well as team skills.
This program is designed to allow senior managers, team leaders and frontline collection officers to understand the opportunities and imperatives in Collection Management & Strategy. Over 2 days participants will become familiar with various aspects of Collection Skills & People / Process Management, thus understanding how they fit together and learn to identify areas and steps where significant improvements can be achieved. In addition, the attendees will understand what are some of the critical success factors and potential roadblocks in the process of building a Robust Collection Framework in 21st Century.

Learning Outcomes

Upon completion of this program, participants will:

  • Measure skill levels at start of program to provide measure of success of initiative
  • Provides objective assessment against common competency yardstick
  • Globally the best practices of Collection Management & Strategy to groom Junior, Mid, Senior managers as it gives each person individual input about their competencies
  • Feedback for strengths and developmental needs
  • Help the Teams with Hands-On Approach

Intended Audience

  • Country Managers
  • Regional Managers
  • Team Leaders
  • Chief Risk Officers
  • Governance Professionals
  • Finance Professionals
  • HR Professionals
  • Collection Professionals
  • Collection Officers
  • Managers and Executives
  • Strategy Professionals
  • Vendor Managers
  • Business Intelligence Professionals
  • Business Analysts
  • Compliance Officers
  • BPO / TPO Managers
  • Backoffice & Operational Officers
  • Fraud Officers

Program Level and Pre-requisites for Attending

Foundation level, no pre-requisites

Program Duration

2 days

Number of Attendees

Maximum 15 attendees

Training Methodology

  1. Active Roleplays to asses partner and team skills, customer for dispute management skills
  2. Case to understand Data
    • Analyse and take action
    • Build partner relationships
  3. Real Life Case Studies – which presents a series of real life decisions to be made to assess skills data management, relationship building, process management.
  4. One on One Feedback given to each participant. Each participant will go through the same set of real life exercises (some online some face to face)

Program Outline

Day 1

  • Introduction
  • Introductions
  • Definitions
  • Managing for Performance
  • Primary Activities
  • Secondary Activities
  • Scenario Work
  • Team Building
  • Introduction
  • Activity + Role Play
  • Debrief
  • Scenario Work
  • Data Analysis
  • Overview
  • Benefits and Risks
  • Application of Big Data
  • Developing Talent
  • Overview
  • Importance
  • Benefits of Follow- Up
  • Scenario Work
  • Team Management
  • Overview
  • Roleplays + Activities
  • Debrief
  • Scenario Work
  • Cybersecurity and Privacy
  • Current Risks – Nature and Impact
  • Regulatory Environment – MENA, ASEAN, World-wide
  • Managing Cyber- and Privacy Risks – Processes and Methodologies
  • The Key Success Factor in Cybersecurity Risk Reduction
  • Practical Exercise

Day 2

  • Collections Code of Conduct
  • Introduction
  • Definition
  • Regulatory Framework
  • Do’s & Dont’s
  • Practical Exercise
  • Telecollections Strategy
  • Introduction and Definitions
  • Team Building
  • Process Improvement & Framework
  • AI in Practice - Modelling a business process
  • Overview
  • Inputs and Outputs
  • “It Starts with Pen and Paper” – Representing a Business Problem
  • Scenario Work
  • Handling different types of Customers
  • Primary Activities
    • Identification
    • Types
    • Strategy
  • Secondary Activities
    • Dispute Resolution
    • Complaint Handling
    • Debt Counselling
  • Scenario Work
  • Achieving Digital Readiness
  • Digital Readiness Roadmap
  • Critical Success Factors
  • Program Review, Q&A, Comments

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