Imraj Jabbal
Team Leader Collections & Recoveries
What I do at YouLend
Collections & Recoveries Team Leader
- Lead the collections & recoveries function at YouLend, managing end-to-end processes for overdue merchant accounts
- Oversee daily collections strategy, ensuring timely follow-ups and maximising repayment performance
- Analyse delinquency trends and portfolio performance, using data to improve recovery rates
- Implement and refined collections policies, workflows, and playbooks to increase efficiency
- Manage and coached a team of collections agents, driving performance against KPIs and SLAs
- Handle escalated and high-risk cases, negotiating repayment plans with merchants
- Collaborate with risk, underwriting, and operations teams to reduce future defaults
- Monitor compliance with regulatory requirements and internal standards in all recovery activities
- Introduce process improvements and automation initiatives to streamline collections operations
- Produce reporting and insights for senior leadership, highlighting risks and opportunities within the portfolio