Senior Manager, Retail Digital Quality Assurance

Job Purpose Statement

Responsible for the development and implementation of digital lending monitoring and control strategies, leading and building compliant and effective digital first, data driven and intelligent collections and recoveries processes, in a manner that maximizes repayments and minimizes cost of risk.

The role holder shall have complete responsibility for designing and implementing the monitoring and control processes that leverage on behavioural science to segment, prioritize and identify personalized communication channels and capabilities for collections and recoveries for the different loan products within the Retail Digital ecosystem.

He/she will have an oversight responsibility on Digital collection Officers and Independent Collection Agencies in delivery of personalized collection process designs based on customer and product profiles and will work closely with all stakeholders to ensure early detection and management of problem accounts.

The role holder is a subject matter expert in credit risk management, collections and recoveries, especially in the digital financial services space, and has good knowledge of related regulatory and policy frameworks. They will be the single point of contact for the stakeholder/senior management and will partner with cross functional teams across all markets to design the key monitoring and control processes within the product and customer journey flows, as well as 3rd party integrations.

Key Accountabilities (Duties and 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

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.

Job Specifications
Academic:

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

Professional:

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

Desired work experience:

• Work experience of 8 years in Collections across Unsecured and/or Business Loans in a highly digitized environment
• Experience in relevant lending products, collections systems, and collections processes
• Sufficient knowledge and experience of the digital business operations and processes
• Ability to provide balanced perspective between business expediency and risk & control
• Ability to communicate effectively and lead a Unit level team (or teams) to implement the Unit FRM strategy and programmes
• Ability to achieve strategic goals and evolve risk management strategy based on research, data and industry trends in an innovative, digital, data driven and fast-paced environment.
• Excellent problem-solving, organizational and analytical skills.
• Ability to influence multiple stakeholders without direct authority