Assistant Manager - Process Monitoring

Job Title: Manager – Transaction Monitoring & Quality (Collections) Department: Collections / Compliance / Risk Industry Preference: BFSI / Fintech / NBFC Role Purpose: To implement and oversee all monitoring and quality assurance processes within the collections function, including transactional audits, call and field quality assessments, compliance tracking, and code of conduct adherence for card products. Key Responsibilities: Monitoring & Compliance: Execute end-to-end process and transaction monitoring of collections in alignment with standard operating procedures (SOPs). Monitor and reconcile ID Management activities (internal and vendor users) and ensure secure CX systems usage. Perform oversight on third-party vendors and validate adherence to SLAs. Coordinate and support RCSA, ICFR, Compliance Assurance Testing with auditors and stakeholders. Review and monitor all newly launched processes within the CX landscape. Drive 100% completion of Annual Collection Code of Conduct (COC) and ensure audit readiness. Publish detailed monitoring reports and share insights with the collections team and senior leadership. Ensure timely closure of Actions Taken Reports (ATRs) post internal reviews and audits. Risk Identification & Governance: Identify operational and transactional risks, control failures, or deviations and recommend corrective measures. Provide process walkthroughs and submit requested documentation to internal and external auditors. Keep internal standards refreshed and updated in line with regulatory requirements and best practices. RCA & Analytics: Compile daily MIS/dashboards on Seclore activity, operational lapses, and gap analyses. Extract and interpret large datasets to perform root cause analysis and recommend actionable solutions. Lead process improvement discussions, providing strategic input to senior management. Anticipate and research emerging issues, proactively recommending mitigation strategies. Measures of Success:100% coverage of operational and transactional monitoring. Timely defect identification, closure, and stakeholder alignment. Accuracy and timeliness of MIS and business reporting. Compliance with regulatory mandates and timely audit closure. Strict adherence to Reporting TATs and communication cadence. Process adherence as per internal MOU and audit expectations. Technical Skills & Experience Required: In-depth knowledge of collections and recovery processes, especially for card products. Experience with Collections24 or similar platforms is a strong advantage. Prior involvement in compliance audits, CX transaction monitoring, or internal controls testing. Strong MS Excel and reporting dashboard creation skills. Core Competencies: Analytical Thinking Process Orientation Detail Orientation Stakeholder Management Risk & Compliance Awareness Qualifications: Graduate / Postgraduate in any discipline. Certification in Risk Management / Compliance / Internal Audit will be a plus.