Collections Quality Manager, Citi

Collections Quality Manager

Citi

Location:
Singapore, Singapore

Category:
Banking

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The AVP - Collections Quality Manager is accountable for establishing and maintaining robust governance, control, and compliance frameworks within the Collections unit. The incumbent will drive continuous improvements in customer experience and regulatory adherence, overseeing quality frameworks, managing complex escalations, and fostering strategic collaborations across various internal and external stakeholders.

Job Responsibility:

Establish and maintain robust governance, control, and compliance frameworks
Drive continuous improvements in customer experience and regulatory adherence
Oversee quality frameworks and manage complex escalations
Ensure regulatory compliance and readiness for audit reviews
Lead independent escalation reviews and manage regulatory complaints
Monitor and evaluate call quality performance across teams
Identify lapses in quality or process and implement mitigation controls
Partner across Wealth units on strategic projects
Provide leadership and guidance to support team
Manage strategic team projects and deliverables

Requirements:

5-8 years of experience in collections, risk management, compliance, or a related field
Significant portion in leadership or oversight capacity
Proven experience in managing and resolving complex customer escalations
In-depth knowledge of regulatory requirements pertaining to collections and financial services
Demonstrated ability to drive continuous process improvements
Strong analytical and synthesis skills
Exceptional communication, negotiation, and diplomacy skills
Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
Ability to work under pressure and make sound decisions
Bachelor's/University degree or equivalent experience

Additional Information:

Job Posted:
November 28, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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