Senior Manager, Retail Digital Quality Assurance

Financial – 20%

• Generate revenue through consistent delivery of loan repayment targets.
  
• Minimize portfolio risk exposure by reducing roll forward rates and maximizing repayments.
  
• Optimize Cost of Risk via contract negotiations with third-party service providers and incentive programs.
  
• Prepare collections and recoveries budgets and incentive structures.
  
• Manage internal and external stakeholders
  

Internal Business Processes – 50%

• Design, develop, implement, and review a Digital Lending Monitoring & Control strategy aligned to agile retail environments and global best practices.
  
• Develop and implement digital-first, data-driven monitoring frameworks compliant with regulations.
  
• Establish governance, QA processes, and standards for Retail Digital Solutions
  
• Embed credit risk controls within contracts with partners and service providers.
  
• Collaborate with Business, Product, Ecosystem, Data Science, and Engineering teams to:
  

1. Automate end-to-end collections and recoveries processes.
   
2. Integrate tools, systems, and data into a unified ecosystem.
   
3. Develop analytics and MIS for insights across the collections lifecycle.
   
4. Implement self-service and omni-channel debtor solutions.
   
5. Develop third-party portals for negotiations, performance tracking, and compliance.
   
6. Provide early warning insights to improve collections and underwriting.
   

• Support fraud management practices to reduce delinquency.
  
• Manage customer grievances related to debt.
  
• Define and cascade recovery targets to teams.
  
• Develop multi-channel collection frameworks
  
• Build strong partnerships across NCBA Group functions.
  
• Recruit and manage recovery agencies; ensure resolution targets are met.
  
• Handle litigation cases in liaison with external lawyers.
  
• Oversee collections across all markets.
  
• Design reward, recognition, and consequence management programs.
  
• Implement debtor incentive programs with Business and Risk teams.
  
• Liaise with external stakeholders ensuring SLA compliance.
  
• Recommend write-offs and restructuring strategies per policy.
  
• Drive continuous training and quality assurance.
  
• Ensure satisfactory audit, regulatory, and compliance outcomes.
  

Customer – 20%

• Design effective customer communication journeys and quality assurance guidelines.
  
• Conduct field visits and prepare reports.
  
• Oversee RM and promoter performance on repayments.
  
• Define SLA, TAT, and CSI benchmarks to support customer-centric processes.
  

Learning & Growth – 10%

• Promote risk culture through continuous improvement and training.
  
• Implement talent recruitment, development, and retention strategies.
  
• Foster teamwork, leadership, and skill development.
  
• Provide credit risk leadership across the Group.
  
• Optimize use of risk resources, enable staff rotation, and implement succession planning.