Senior Manager, Retail Digital Quality Assurance

About the Role

The Senior Manager, Retail Digital Quality Assurance is responsible for the development and implementation of digital lending monitoring and control strategies. This role involves leading and building compliant and effective digital-first, data-driven, and intelligent collections and recoveries processes to maximize repayments while minimizing the cost of risk.

The role holder has complete responsibility for designing and implementing monitoring and control processes that leverage behavioral science to segment, prioritize, and identify personalized communication channels for the various loan products within the Retail Digital ecosystem. This individual acts as a subject matter expert in credit risk management, collections, and recoveries, particularly within the digital financial services space.

Key Responsibilities

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 effectively.

Internal Business Processes (50%)

• Design, develop, and implement a Digital Lending Monitoring & Control strategy aligned to agile retail environments.
• Develop and implement digital-first, data-driven monitoring frameworks compliant with regulations.
• Establish governance, Quality Assurance (QA) processes, and standards for Retail Digital Solutions.
• Embed credit risk controls within contracts with partners and service providers.
• Collaborate with Business, Product, Data Science, and Engineering teams to automate end-to-end collections and recoveries.
• Integrate tools, systems, and data into a unified ecosystem and develop MIS for insights across the collections lifecycle.
• Implement self-service and omni-channel debtor solutions.
• Support fraud management practices and manage customer grievances related to debt.
• Oversee collections across all markets and manage litigation cases in liaison with external lawyers.
• Recommend write-offs and restructuring strategies per policy.
• Ensure satisfactory audit, regulatory, and compliance outcomes.

Customer (20%)

• Design effective customer communication journeys and quality assurance guidelines.
• Conduct field visits and prepare relevant reports.
• Oversee Relationship Manager (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.
• Optimize use of risk resources and implement succession planning.

Job Requirements

Academic Qualifications

• A Bachelor’s degree in Business Management: Accounting, Economics, Commerce, Finance, or related fields.

Professional Qualifications

• Qualifications in Credit Risk Management, Product Development, Project Management, or Treasury Management will be an added advantage.

Experience

• At least 8 years of work experience in Collections across Unsecured and/or Business Loans in a highly digitized environment.
• Experience in relevant lending products, collections systems, and digital business operations/processes.
• Proven ability to lead a Unit level team and achieve strategic goals in a fast-paced environment.

Skills & Competencies

• Ability to provide a balanced perspective between business expediency and risk & control.
• Excellent problem-solving, organizational, and analytical skills.
• Ability to influence multiple stakeholders without direct authority.
• Expertise in digital financial services and credit risk frameworks.

How to Apply

Interested and qualified candidates should apply online via the NCBA Group career portal on SuccessFactors. Use the following link to access the application page: Apply Here.