Manager - Controls & Governance (Collections)

Role Summary The Manager - Controls & Governance (Collections) is responsible for establishing and maintaining a robust governance, quality assurance, and internal controls framework across the collections function. The role ensures compliance with regulatory requirements, internal policies, and operational standards while driving continuous improvement, customer experience excellence, and risk management throughout the collections lifecycle. The incumbent will play a key leadership role in strengthening governance practices, enhancing quality controls, supporting NPS and CSAT objectives, leading departmental initiatives, and representing the Collections function across stakeholder groups. Key Responsibilities Governance & Policy Framework Design, implement, and continuously improve the governance framework across the collections lifecycle, covering early arrears, recovery, restructuring, legal recovery, and write-off processes. Own and maintain collections policies, Standard Operating Procedures (SOPs), delegated authority matrices, and governance documentation. Conduct periodic governance reviews and ensure documentation remains accurate, up to date, and aligned with business requirements. Develop and maintain the Collections Controls Inventory and Risk & Control Self-Assessment (RCSA) framework. Act as the primary point of contact for governance-related matters involving Collections, Risk, Legal, Compliance, and Audit teams. Quality Assurance & Controls Establish and manage Quality Assurance (QA) and Quality Control (QC) programs across collections operations. Define quality standards, scorecards, monitoring methodologies, and sampling frameworks. Conduct call monitoring, case reviews, restructuring assessments, and legal referral reviews to ensure compliance and process adherence. Maintain quality exception logs, perform root cause analysis, and drive corrective and preventive actions. Report quality performance trends and provide actionable recommendations to senior management. Controls Design & Risk Management Identify operational, compliance, and regulatory risks within collections processes. Design and implement effective controls to mitigate identified risks. Conduct periodic control effectiveness testing and recommend improvements where required. Manage remediation of control deficiencies and track closure of findings. Support Internal Audit, Compliance, and Risk teams during reviews, audits, and assessments. Regulatory Compliance Ensure collections activities comply with applicable regulations, consumer protection requirements, and internal credit policies. Monitor regulatory developments and assess their impact on collections governance and operational processes. Coordinate responses to regulatory reviews, audits, and compliance examinations. Maintain required regulatory reporting and compliance documentation. Customer Experience & Performance Management Drive the organization's objectives relating to Customer Satisfaction (CSAT) and Net Promoter Score (NPS) . Ensure collections strategies effectively balance recovery performance with customer experience standards. Analyze customer feedback and quality insights to identify opportunities for service improvement. Collaborate with operational teams to improve customer engagement and service outcomes. Reporting & Continuous Improvement Develop and maintain governance, quality, risk, KPI, and KRI dashboards for leadership reporting. Analyse collections and quality data to identify trends, risks, root causes, and operational improvement opportunities. Lead continuous improvement initiatives to strengthen controls, enhance efficiency, and improve service quality. Drive process optimization and governance enhancement projects aligned with business objectives. Leadership & Stakeholder Management Lead, coach, and develop Quality Control Analysts and Governance Specialists. Spearhead departmental initiatives and strategic improvement programs. Represent the Collections department in governance forums, risk committees, leadership meetings, and cross-functional stakeholder discussions. Collaborate with Collections Operations, Finance, Legal, Risk, Compliance, Audit, and Technology teams to embed governance and quality standards. Design and deliver governance, quality, and compliance training programs for collections teams.

Desired Candidate Profile

Bachelor's degree in finance, Business Administration, Accounting, Risk Management, or a related field. Professional certifications in Internal Audit, Risk Management, Compliance, or Quality Management will be an added advantage. Minimum 5+ years of progressive experience in Collections, Governance, Internal Controls, Compliance, Quality Assurance, Risk Management, or Audit within Real Estate, Banking, Financial Services, or related industries. Strong understanding of collections, recovery, and customer servicing processes. Proven experience in developing QA/QC frameworks, governance structures, control testing, and audit management. Experience in conducting Risk & Control Self-Assessments (RCSA) and remediation programs. Familiarity with Salesforce and collections management platforms. Key Skills & Competencies Technical Competencies Collections Governance & Compliance Quality Assurance & Quality Control Frameworks Internal Controls & Risk Management Audit & Regulatory Compliance RCSA Management Policy & SOP Development Root Cause Analysis Data Analysis & Reporting KPI & KRI Management Power BI, Advanced Excel, and Reporting Tools Salesforce and Collections Systems Behavioural Competencies Strong analytical and problem-solving capabilities. Excellent written, verbal, presentation, and communication skills. Ability to confidently present findings and recommendations to senior leadership and large audiences. Strong stakeholder management and influencing skills. Proven ability to lead cross-functional initiatives and departmental projects. High attention to detail with a strong risk and control mindset. Professional integrity, sound judgment, and resilience in a fast-paced environment