Head of Collections Operations Global Capability Network

• Fraud and redit Services (FCS) is a key control function in IWPB with the core purpose of supporting customer journeys across the entire life cycle with appropriate First Line of Defence controls. One of the key FCS sub-functions is Collections. With a strategic vision to protect the Bank’s credit losses and drive customer outcomes, this function spans across technology, analytics and operations. Within this organisation, Collections Operations is responsible for the effective management of delinquency and recovery activity, ensuring fair customer outcomes, robust controls, and delivery of performance and cost targets.
• Collections Operations in the Global Capability Network supports all stages of delinquency and recoveries, across multiple products (e.g. Cards, loans, mortgages), and operates across multiple locations, including:
• China (Guangzhou)
• Egypt (Cairo)

Role Context

• Fraud and redit Services (FCS) is a key control function in IWPB with the core purpose of supporting customer journeys across the entire life cycle with appropriate First Line of Defence controls. One of the key FCS sub-functions is Collections. With a strategic vision to protect the Bank’s credit losses and drive customer outcomes, this function spans across technology, analytics and operations. Within this organisation, Collections Operations is responsible for the effective management of delinquency and recovery activity, ensuring fair customer outcomes, robust controls, and delivery of performance and cost targets.
• Collections Operations in the Global Capability Network supports all stages of delinquency and recoveries, across multiple products (e.g. Cards, loans, mortgages), and operates across multiple locations, including:
• India (Hyderabad, Vizag, Kolkata)
• Philippines (Manila)
• China (Guangzhou)
• Malaysia (Kuala Lumpur)
• Egypt (Cairo)

In This Role, You Will

• The role leads the day-to-day management of circa 1180 FTE across the Global Capability Network, with the following key responsibilities:
• Provide a seamless, end-to-end customer experience throughout delinquency and recovery journeys.
• Deliver direct accountability for operational execution of Collections activity aligned to strategy, policy and risk appetite.
• Act as a First Line of Defence (1LOD) operational control owner, partnering effectively with Risk Stewards/2LoD and other functional stakeholders.
• Build and lead a specialist pool of Collections capability across locations, balancing service delivery, cost, risk and colleague experience.
• Drive a measurable transformation agenda focused on automation, digitization and straight-through processing (STP)

Business (performance, Cost, Service)

• Lead Global Capability Network Collections Operations to deliver performance against Annual Operating Plan (AOP), including:
• delinquency performance (e.g., 2+ delinquency), charge-off and recoveries (as applicable)
• operational productivity and cost performance (expense AOP)
• service measures (Service Level Agreements(SLA)/Turn-around-time, accounts worked, call quality/Quality Assurance)
• Ensure strategic capacity plans are aligned with portfolio expectations and daily production requirements.
• Run a strong global operating model with clear standards, decision rights, and day-to-day operational discipline.

Customers And Stakeholders

• Ensure fair and consistent customer outcomes across the Collections journey, aligned to policy and regulatory expectations.
• Maintain strong stakeholder partnerships across IWPB COO, Country teams, Risk (Risk Owners/Stewards), and Technology to ensure effective end-to-end delivery.
• Where third parties/vendors are used in Collections activity, ensure they’re managed in line with vendor risk principles and required oversight.

Transformation, Automation And Operational Excellence

• Own and deliver a Global Capability Network Collections Transformation roadmap with measurable outcomes, including:
• STP uplift and reduction of manual touchpoints
• workflow digitisation (queue/case management, work allocation, exception handling)
• automation of repeatable operational activities and MI/control evidence generation
• improved TAT, quality, customer outcomes and capacity release
• Establish effective change governance: clear scope, milestones, risks/issues, control assessments, training, adoption and benefits tracking.
• Embed a culture of continuous improvement, with root-cause analysis and problem management to prevent recurrence.

Internal Control Environment (FLOD Controls, Risk Management, Audit)

• Act as a First Line of Defence leader and control owner for Collections Operations.
• Ensure operational risk is p