1) People Leadership & Team Management

- Lead and manage a team of Team Managers, Team Leaders and Associates handling vendor governance, customer escalation, Settlement & Receipt Hygiene process and Audit& operational control processes.

- Define team goals, productivity expectations, and performance standards aligned to departmental objectives.

- Drive team supervision through regular reviews, coaching, mentoring, and performance feedback.

- Build capability within the team to handle the required processes, regulatory requirements, system controls, and process discipline.

- Ensure appropriate staffing, workload distribution, succession planning, and cross-training to support business continuity.

2) Vendor Empanelment & Re-Empanelment Oversight

- Oversee the end-to-end vendor onboarding, empanelment, and re-empanelment processes for collection agencies and related service providers.

- Ensure all empanelment cases are processed as per approved policy, checklist, and governance requirements.

- Review critical documentation, approval matrices, and control checkpoints before onboarding / renewal decisions are finalized.

- Monitor re-empanelment cycles to ensure timely renewals, document validity, and continuity of approved vendor arrangements.

- Drive closure of documentation gaps and pending approvals through structured follow-up and escalation mechanisms.

3) Regulatory Compliance & Governance Control

- Ensure adherence to applicable regulatory guidelines, internal policies, risk standards, and outsourcing governance requirements in relation to vendor engagement.

- Oversee collection, validation, tracking, and archival of all mandatory vendor documents, declarations, certifications, and undertakings.

- Monitor compliance exceptions such as expired documents, incomplete submissions, missing approvals, and policy deviations, and ensure timely corrective action.

- Support implementation of regulatory, audit, compliance, or policy-driven changes across all the processes and management framework.

- Ensure readiness of records, trackers, and evidence for internal audits, compliance reviews, risk assessments, and regulatory inspections.

4) Vendor ID Creation, Maintenance & Master Data Controls





- Govern the process for vendor ID creation, modification, suspension, reactivation, and closure in internal systems.

- Ensure accuracy, completeness, and consistency of vendor master data including legal entity details, tax IDs, bank details, contact information, and service categorization.

- Establish and monitor maker-checker controls and approval workflows for all vendor master changes.

- Drive periodic reviews of vendor master data to identify dormant IDs, duplicates, incomplete records, or inconsistencies.

- Work with internal stakeholders to strengthen data hygiene, reduce manual errors, and improve system-level controls.

5) Receipt & Settlement Hygiene Management

- Oversee controls relating to receipt, invoice, supporting documents, and settlement records

- Ensure completeness, validation, and proper documentation before settlement processing.

- Monitor ageing of pending receipts, unresolved discrepancies, unsupported claims, and incomplete settlement cases.

- Coordinate with Finance, Operations, Procurement, and Business teams to ensure timely closure of settlement-related exceptions.

- Drive improvement in settlement hygiene to strengthen transparency, reconciliation, and auditability of the payments collected.

6) MIS, Governance Reporting & Control Monitoring

- Review and govern periodic MIS / dashboards covering:
- Vendor empanelment and re-empanelment status

- Pending and expired documentation

- Vendor ID creation / modification volumes and accuracy

- Compliance exceptions and overdue actions

- Receipt and settlement ageing / hygiene indicators

- Customer escalation process

- Process SLA / TAT adherence

- Provide structured updates to senior leadership on operational metrics, risk themes, control gaps, and improvement plans.





- Track key risk indicators and ensure timely escalation of high-risk cases, compliance lapses, and operational bottlenecks.

- Ensure all trackers, records, and process evidence are maintained in an inspection-ready and audit-compliant manner.

7) Process Standardization & Continuous Improvement

- Identify opportunities to improve turn around time, control effectiveness, data accuracy, and process efficiency across all the process in COE .

- Drive standard operating procedures (SOPs), checklists, control frameworks, and governance documentation for the function.

- Support automation and workflow enhancement initiatives in partnership with technology and process excellence teams.

- Review recurring exceptions and root causes to implement preventive controls and sustainable process fixes.

- Promote a culture of discipline, compliance, accountability, and operational excellence within the team.

8) Stakeholder Management & Cross-Functional Coordination

- Act as the key coordination point between Collections COE and internal stakeholders including Collection Team, Compliance, Risk, Finance, Procurement, Legal, Operations, and Technology teams.

- Support senior management in governance discussions related to vendor risks, policy implementation, and process controls.

- Engage with vendors, where required, for closure of documentation gaps, re-empanelment formalities, and clarification on submissions.

- Ensure smooth alignment between operational execution and governance expectations across all vendor-related processes.

Key Deliverables

- Timely and compliant completion of vendor empanelment / re-empanelment cases

- Strong control environment for vendor documentation and regulatory compliance

- Accurate and well-governed vendor master / vendor ID management

- Improved receipt and settlement hygiene, with lower ageing and exception rates

- Robust MIS, timely escalations, and effective management reporting

- Audit-ready process documentation and evidence repository

- Proper and faster execution of Customer escalations

- Reduction in control gaps, manual errors, and compliance breaches

- Effective team management with high productivity and quality standards

📌 Team Manager (Mumbai)
🏢 HDB Financial Services
📍 Mumbai