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. The role requires a deep understanding of regulatory requirements, strong analytical skills, and the ability to influence and guide teams towards operational excellence and superior customer outcomes.

Key Responsibilities: Governance & Compliance Oversight:

• Accountable for ensuring regulatory compliance and readiness for internal and external audit and control reviews within the Collections unit.

• Drives continuous improvements to impact customer experience and compliance outcomes, aligning with Citigroup's reputation and safeguarding its clients and assets.

• Establishes and maintains the quality framework for both onshore and offshore collections teams, ensuring adherence to established guidelines and processes.

• Manages governance oversight, ensuring operational alignment, compliance, and effective control.

Escalation and Complaints Management:

• Leads independent escalation reviews, taking full accountability for managing regulatory and presidential complaints.

• Oversees the overall escalations management process within the Collections unit, ensuring timely closure of all related logs and follow-up on escalations to Collections unit.

• Collaborates closely with Legal, Product, and Complaints Management Teams to resolve complex customer issues and ensure consistent, compliant communication, including official letter correspondences.

• Ensures proper tracking and documentation for all escalated issues, identifying root causes and driving corrective actions to prevent recurrence.

• Collaborates with the Collections Trainer on training and enhancement initiatives, leading the development and implementation of new training processes and/or refresher sessions, and contributing to the creation of training materials.

Quality Assurance & Performance Monitoring:

• Monitors and evaluates call quality performance across onsite and offshore collections teams to ensure service excellence and adherence to operational standards and established guidelines.

• Identifies lapses in quality or process, escalates findings, and works collaboratively with collections managers to implement sustainable mitigation controls and identify training opportunities based on quality surveys.

• Oversees the analysis of consumer complaints, identifies systemic issues, and partners with management to implement process improvement opportunities within the department.

Strategic Collaboration & Project Leadership:

• Partners across Wealth units on strategic projects aimed at enhancing customer experience and operational efficiency.

• Leads initiatives focused on reducing customer escalations to improve overall customer satisfaction.

• Acts as a key liaison with Customer Experience Management to drive consistent and positive customer interactions and address client necessities.

• Fosters strong collaboration with Legal, Product, and Complaints Management Teams to ensure alignment on customer-facing policies and processes.

Team Leadership & Development (Oversight):

• Provides leadership and guidance to the support team, including direct oversight of the SG Admin Team, ensuring efficient operations and effective delivery of services and review approvals from the admin team.

• Manages strategic team projects and deliverables, applying independent judgment to resolve complex problems and troubleshoot discrepancies within collection systems and data.

• Evaluates the performance of direct reports and makes recommendations for professional development, compensation, hiring, and other personnel actions, fostering a culture of continuous improvement and accountability.

Qualifications

• 5-8 years of experience in collections, risk management, compliance, or a related field, with a significant portion in a leadership or oversight capacity.

• Proven experience in managing and resolving complex customer escalations, including regulatory and presidential complaints.

• In-depth knowledge of regulatory requirements pertaining to collections and financial services.

• Demonstrated ability to drive continuous process improvements and implement effective control frameworks.

• Strong analytical and synthesis skills, with the ability to interpret complex data and make evaluative judgments.

• Exceptional communication, negotiation, and diplomacy skills, with the ability to persuade and influence stakeholders at all levels.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

• Ability to work under pressure and make sound decisions in complicated and unique situations.

Education

• Bachelor's/University degree or equivalent experience.

Job Family Group:

• Operations
• Collections Default

Job Family:

Core Collections

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.
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