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Job Summary

The role supports the Global Collections Governance agenda by maintaining effective risk and control oversight, strengthening policy and procedural governance, coordinating assurance and audit activities, improving oversight of issues, actions, regulatory obligations, collector performance and scorecard governance and collection training across markets. The role will partner with global, regional and country Collections teams and relevant Risk, Compliance, Operational Risk and Audit stakeholders to ensure governance routines are disciplined, evidence-based and action-oriented.

Key Responsibilities

• Drive effective execution of the Global Collections Policy & Governance agenda across markets, strengthening governance discipline, accountability and oversight. Provide independent challenge and facilitate timely resolution and escalation of material governance matters.

Strategy
• Support delivery of the Global Collections Governance strategy and annual governance plan, aligned to Collections priorities, risk appetite and Group requirements.
• Identify opportunities to simplify, standardise and strengthen governance, risk and control practices across markets.
• Use data, automation and approved AI capabilities to improve governance insight, thematic analysis, action tracking and management reporting, while maintaining appropriate human oversight and confidentiality.

Business
• Act as a governance partner to Global, Regional and Country Heads of Collections, translating policy,



risk and control requirements into practical actions.
• Prepare explicit governance insights, thematic summaries and decision papers for senior management and relevant forums.
• Build collaborative relationships with Credit Risk, Compliance, Conduct, Operational Risk, Audit, Legal, Technology, Data and country Collections teams.
• Apply sound business knowledge of the end-to-end Collections and Recoveries lifecycle, including customer segmentation, treatment strategies, delinquency management, restructuring, settlements, recoveries, litigation, repossession and foreclosure, to ensure governance requirements are practical and proportionate.
• Understand key Collections performance drivers, customer outcomes, operational processes, system dependencies and third-party delivery models to identify governance implications and support informed management decisions.
• Support the delivery of strategic Collections projects and transformation initiatives by providing business input, coordinating key stakeholders, and tracking milestones, risks, dependencies and actions.

Processes
• Maintain the inventory and lifecycle governance of Collections policies, standards, procedures, guidance documents and key controls, including periodic review and evidence of approval.
• Review and challenge and have end to end oversight of country exceptions and dispensations, including rationale,



approvals, conditions, expiry dates, remediation and closure evidence.
• Maintain governance calendars, committee materials, minutes, decisions and action logs, with timely escalation of overdue or high-risk items.
• Support governance of strategic change and third-party arrangements by tracking required approvals, control readiness, risks, dependencies and post-implementation actions.

Risk Management and Controls
• Support identification, assessment, monitoring and reporting of operational, conduct, regulatory, reputational and customer risks within Collections.
• Coordinate periodic risk and control assessments, control attestations, key control testing inputs and remediation tracking.
• Analyse risk events, control failures, breaches, complaints and emerging themes to identify root causes, potential systemic exposure and required management response.
• Challenge the quality and completeness of management actions and closure evidence before recommending closure.
• Escalate material risks, control gaps, repeat issues and missed commitments through the appropriate governance channels.

Governance, Assurance and Audit
• Coordinate internal audit, external audit, compliance review and regulatory assurance requests relevant to Collections, ensuring accurate and timely responses.
• Maintain a consolidated view of findings, management actions, owners, target dates, dependencies and closure status.
• Support pre-audit readiness reviews, evidence collation and management validation of responses and remediation plans.
• Conduct thematic governance reviews across markets to assess consistency of po

📌 Sr Mgr, Collections Process Policy (Bengaluru)
🏢 Standard Chartered Bank
📍 Bengaluru