Senior Project Manager

Role Overview We are seeking a seasoned Professional with a proven track record of leading both Collections and Customer Experience (CX) functions within large-scale banking, financial services, or real estate organizations. This is a strategic leadership role operating from the CEO Office, responsible for driving operational excellence, transformation programs, customer journey enhancements, collections effectiveness, and cross-functional execution across the organization. The ideal candidate will bring a unique blend of: • Hands-on operational leadership in Collections and Customer Experience • Enterprise-scale transformation experience • Strong project and program management capabilities • Executive stakeholder management • Data-driven performance improvement expertise The role requires an execution-focused leader capable of managing complex business initiatives while partnering closely with senior leadership to improve customer outcomes, portfolio performance, operational efficiency, and service delivery. Key Responsibilities Collections Leadership & Transformation • Lead strategic initiatives across early-stage collections, recoveries, and customer remediation functions. • Drive improvements in collections effectiveness, portfolio performance, cure rates, roll rates, and recovery outcomes. • Identify and implement operational enhancements to improve productivity and customer engagement. • Develop customer-centric collections strategies balancing recovery performance with customer experience. • Partner with risk, legal, operations, and technology teams to optimize collections processes and governance. Customer Experience Leadership • Lead enterprise-wide CX improvement initiatives across customer touchpoints. • Enhance customer journeys through process redesign, digitization, automation, and service improvements. • Improve key customer metrics including NPS, CSAT, complaints management, and service quality. • Partner with contact center, operations, digital, and sales teams to ensure a seamless customer experience. • Establish frameworks for continuous improvement and customer service excellence. Strategic Program Management • Drive high-impact transformation programs sponsored by the CEO/MD Office. • Manage complex cross-functional projects involving Operations, Technology, Collections, Customer Experience, Legal, Finance, and Business Units. • Establish governance frameworks, project plans, executive steering committees, and reporting structures. • Monitor program delivery, milestones, risks, budgets, and KPIs. • Ensure strategic initiatives are executed effectively and deliver measurable business outcomes. Performance & Operational Excellence • Develop dashboards, scorecards, and executive reporting packs. • Monitor operational performance and identify opportunities for improvement. • Conduct root-cause analysis and implement corrective action plans. • Drive automation, process improvements, and operational efficiency initiatives. • Champion a culture of accountability, customer centricity, and continuous improvement. Executive Stakeholder Management • Act as a trusted advisor to senior leadership. • Prepare executive presentations, business cases, and strategic recommendations. • Lead discussions with internal and external stakeholders. • Influence decision-making and ensure alignment across business functions. Candidate Profile Experience • 15+ years of progressive experience within: • Banking • Retail Banking • Consumer Finance • Mortgage Lending • Real Estate Development • Property Management • Financial Services • Minimum 5-8 years in senior leadership roles such as: • Senior Director • Vice President • Head of Collections • Head of Customer Experience • Head of Operations • Director Customer Operations • Director Collections Strategy • Chief of Staff (Operations / Transformation) Mandatory Requirements Candidates must demonstrate direct leadership experience in: ✅ Collections Operations ✅ Customer Experience / Customer Service Operations ✅ Contact Center or Customer Operations ✅ Large-scale Transformation Programs ✅ Operational Performance Management ✅ Executive Stakeholder Management ✅ Cross-functional Leadership Candidates should have managed sizeable teams and held accountability for operational KPIs, customer outcomes, and business performance. Preferred Industry Background Banking & Financial Services • Retail Banking • Consumer Finance • Credit Cards • Mortgages • Personal Loans • Collections & Recoveries • Customer Operations Real Estate • Property Developers • Residential Communities • Revenue & Collections Functions • Customer Service & Handover Operations • Customer Lifecycle Management Key Competencies Functional Expertise • Collections Strategy & Operations • Recoveries Management • Customer Experience Management • Customer Journey Design • Contact Center Operations • Service Delivery • Complaint Management • Portfolio Performance Management Leadership Competencies • Strategic Thinking • Program Leadership • Operational Excellence • Executive Presence • Stakeholder Management • Change Management • Commercial Acumen • Decision Making Analytical Capabilities • KPI Management • Business Performance Analysis • Data-Driven Decision Making • Financial & Operational Reporting • Process Reengineering Education • Bachelor's Degree required. • MBA or Postgraduate Qualification preferred. • PMP, PRINCE2, Lean Six Sigma, Agile, or relevant certifications advantageous. Ideal Candidate A senior executive who has successfully led Collections and Customer Experience functions within a major bank or real estate developer, and who combines deep operational expertise with the ability to drive enterprise-wide transformation initiatives. The successful individual will operate as an extension of the MD's Office, ensuring strategic priorities are translated into measurable operational outcomes while enhancing both customer satisfaction and collections performance. Show more

15+ years of progressive experience within banking, retail banking, consumer finance, mortgage lending, real estate development, property management, financial services; minimum 5-8 years in senior leadership roles such as Senior Director, Vice President, Head of Collections, Head of Customer Experience, Head of Operations, Director Customer Operations, Director Collections Strategy, Chief of Staff (Operations / Transformation); mandatory requirements include direct leadership experience in Collections Operations, Customer Experience / Customer Service Operations, Contact Center or Customer Operations, Large-scale Transformation Programs, Operational Performance Management, Executive Stakeholder Management, Cross-functional Leadership.

Lead strategic initiatives across early-stage collections, recoveries, and customer remediation functions; drive improvements in collections effectiveness, portfolio performance, cure rates, roll rates, and recovery outcomes; identify and implement operational enhancements to improve productivity and customer engagement; develop customer-centric collections strategies balancing recovery performance with customer experience; partner with risk, legal, operations, and technology teams to optimize collections processes and governance; lead enterprise-wide CX improvement initiatives across customer touchpoints; enhance customer journeys through process redesign, digitization, automation, and service improvements; improve key customer metrics including NPS, CSAT, complaints management, and service quality; partner with contact center, operations, digital, and sales teams to ensure a seamless customer experience; establish frameworks for continuous improvement and customer service excellence; drive high-impact transformation programs sponsored by the CEO/MD Office; manage complex cross-functional projects involving Operations, Technology, Collections, Customer Experience, Legal, Finance, and Business Units; establish governance frameworks, project plans, executive steering committees, and reporting structures; monitor program delivery, milestones, risks, budgets, and KPIs; ensure strategic initiatives are executed effectively and deliver measurable business outcomes; develop dashboards, scorecards, and executive reporting packs; monitor operational performance and identify opportunities for improvement; conduct root-cause analysis and implement corrective action plans; drive automation, process improvements, and operational efficiency initiatives; champion a culture of accountability, customer centricity, and continuous improvement; act as a trusted advisor to senior leadership; prepare executive presentations, business cases, and strategic recommendations; lead discussions with internal and external stakeholders; influence decision-making and ensure alignment across business functions.