Basma Hamdy Elkhoully
Dubai,United Arab Emirates
Summary
Accomplished professional with expertise in collections and recovery strategy, portfolio and risk management, and legal compliance with UAE regulations. Demonstrates strong leadership in team development and excels in process improvement and policy design. Skilled in customer negotiation, conflict resolution, and performance monitoring, with a focus on strategic planning and decision making. Committed to enhancing stakeholder relationships and agency management while driving organisational success through effective capacity planning.
Overview
14
14
years of professional experience
Work history
Senior Manager – Collections (Salaried Loans & Auto Loans)
First Abu Dhabi Bank (FAB)
Dubai
06.2017 - 06.2022
- Managed Personal Loans, Auto Loans, Islamic, X-Staff, PDNI, and NPL portfolios with full end-to-end oversight.
- Implemented proactive collection strategies for secured and unsecured products to minimize delinquency and reduce NPL ratios.
- Identified high-risk cases including overleveraged customers, high DBR, and deviation-based approvals.
- Led front-end collections teams using Dialler systems to ensure timely follow-ups and accurate customer communication.
- Reviewed recorded calls to provide coaching, improve agent performance, and enhance customer experience.
- Ensured portfolio performance remained within budgeted NPL and provision targets.
- Oversaw agency performance and coordinated with relationship managers to improve resolution rates.
- Developed and updated collection policies, procedures, and resource allocation strategies.
- Conducted bi-monthly reviews with product and credit teams to highlight risks and portfolio trends.
- Ensured all collection activities complied with UAE laws and Central Bank regulations.
- Led capacity planning and workload distribution across the unit.
Collections Manager – Secured Loans & Islamic Finance
National Bank of Abu Dhabi (NBAD)
Abu Dhabi
06.2015 - 05.2017
- Managed secured loans and Islamic finance portfolios, ensuring effective enforcement and recovery actions.
- Enhanced workflow efficiency by restructuring collection queues and processes.
- Prepared monthly provision forecasts and cash recovery projections, consistently meeting targets.
- Provided coaching, performance monitoring, and continuous development for team members.
- Negotiated settlements, restructures, deferments, and exit strategies with customers.
- Ensured compliance with SOPs and maintained accurate documentation.
- Collaborated with internal and external stakeholders to support the collection process.
- Shared lessons learned to improve lending procedures and risk controls.
Team Leader – Mortgage Collections & Recovery
Emirates NBD
Dubai
09.2008 - 05.2015
- Led a team managing vulnerable and NPL mortgage portfolios.
- Coordinated with external lawyers to assess case viability and cost efficiency before filing civil cases.
- Attended court expert meetings and legal inquiries to resolve discrepancies.
- Oversaw maintenance approvals for surrendered properties and coordinated with Emirates Auction for asset disposal.
- Ensured timely transfer of auction proceeds to bank accounts.
- Recovery Specialist (Earlier Role)
- Reduced delinquency through proactive customer engagement and negotiation.
- Monitored payment plans and flagged non-compliant accounts.
- Updated collection systems and maintained accurate case records.
Education
Master of Clinical Pharmacy (in progress) -
Dubai Pharmacy college
UAE 01.2023 -
Skills
- Collections & Recovery Strategy
- Portfolio & Risk Management
- Legal & Compliance (UAE Regulations, CPR 2021)
- Team Leadership & Talent Development
- Process Improvement & Policy Design
- Customer Negotiation & Conflict Resolution
- Performance Monitoring & Capacity Planning
- Stakeholder & Agency Management
- Strategic Planning & Decision Making
Accomplishments
- Consistently rated Outstanding for five consecutive years.
- Built and developed a highly skilled and accountable team.
- Selected by Head of Collections & Credit as part of a talent group to innovate collection processes.
- Appreciation Certificate from NBAD CRO.
- Appreciation email from NBAD Credit Audit for exceptional support.
- NBAD Bravo nomination for executing the Car Repossession process.
- Member of Emirates NBD Academy’s Team Leadership Program (Best Team Nominee).
- Two-time Excellent Team Leader Performance Award from Emirates NBD GM – Retail.
- Excellent Performance Award from the CEO of Emirates NBD.
Personal Information
- Title: Senior Manager – Collections & Recovery
- Nationality: Egyptian
Languages
English
Fluent
Arabic
Fluent
Timeline
Master of Clinical Pharmacy (in progress) -
Dubai Pharmacy college
01.2023 -
Senior Manager – Collections (Salaried Loans & Auto Loans)
First Abu Dhabi Bank (FAB)
06.2017 - 06.2022
Collections Manager – Secured Loans & Islamic Finance
National Bank of Abu Dhabi (NBAD)
06.2015 - 05.2017
Team Leader – Mortgage Collections & Recovery
Emirates NBD
09.2008 - 05.2015