Senior Collections Quality & Compliance Leader

CITIBANK SINGAPORE LIMITED; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A renowned financial institution in Singapore seeks an AVP - Collections Quality Manager. This role is responsible for establishing governance and compliance within the Collections unit while driving improvements in customer experience and oversight of quality frameworks. Candidates should have 5-8 years in relevant fields and must possess strong analytical, leadership, and communication skills. The position involves oversight of escalations, quality assurance, and strategic collaboration aimed at enhancing operational efficiency.

Qualifications

• 5-8 years of experience in collections, risk management, compliance, or a related field.
• Proven experience in managing and resolving complex customer escalations.
• In-depth knowledge of regulatory requirements pertaining to collections.
• Demonstrated ability to drive process improvements and implement control frameworks.
• Strong analytical and synthesis skills.
• Exceptional communication, negotiation, and diplomacy skills.

Responsibilities

• Accountable for ensuring regulatory compliance within the Collections unit.
• Drives continuous improvements impacting customer experience.
• Leads independent escalation reviews for customer issues.
• Monitors and evaluates call quality performance across teams.
• Partners on strategic projects to enhance customer experience.

Skills

Customer Experience Management

Leadership

External Audit

Operational Excellence

Regulatory Compliance

Process Improvement

Quality Assurance

Team Leadership

Diplomacy

Service Excellence

Education

Bachelor's/University degree or equivalent experience

Tools

Microsoft Office Suite

Job description

A renowned financial institution in Singapore seeks an AVP - Collections Quality Manager. This role is responsible for establishing governance and compliance within the Collections unit while driving improvements in customer experience and oversight of quality frameworks. Candidates should have 5-8 years in relevant fields and must possess strong analytical, leadership, and communication skills. The position involves oversight of escalations, quality assurance, and strategic collaboration aimed at enhancing operational efficiency.