RPMG:Goverance , Audit & Process

Retail Portfolio Management Group (RPMG)

Growth, Profitability, and Sustainability (GPS)

About

The Process governance and Controls Head will be responsible for designing, implementing, and sustaining a strong governance and control framework for the RPMG (Collections) Department across retail, SME, and Bharat banking portfolios. The role is critical in ensuring adherence to regulatory expectations, minimizing operational risks, preventing misconduct, and enhancing process standardization across bank-managed channels and outsourced collection agencies. The position will act as the first line of defense for all control, compliance, and audit matters pertaining to collections.

Key Responsibilities

Key Responsibilities:

Governance & Control Framework

• Establish and oversee the end-to-end internal control framework for the collections function, ensuring alignment with the bank's enterprise-wide risk and control standards.
• Carry out Risk and Control Self-Assessments (RCSA) for collection processes, identifying inherent risks, control gaps, and residual risks.
• Define control checkpoints across dunning buckets, write-off management, restructuring, repossession, legal recovery stages and disposal of assets
• Embed control requirements into system workflows, IVR/dialer strategies, collection apps, and digital outreach platforms.

Regulatory & Policy Compliance

• Ensure compliance with applicable laws and guidelines, including:
  • RBI Fair Practices Code and Outsourcing Guidelines
  • SARFAESI Act and recovery-related statutes
  • Consumer Protection laws and Ombudsman guidelines
  • Data protection requirements under DPDP Act and ISO 27001 standards
• Serve as the primary coordinator for regulatory, internal, and statutory inspections pertaining to collections.
• Prepare regulatory submissions, audit responses, and management certifications for governance committees.

Vendor Oversight & Outsourcing Risk

• Develop and enforce governance standards for collection agencies, empaneled advocates, and repossession vendors.
• Implement agency monitoring mechanisms-call audits, field verification, complaint management, security of customer data, and contractual adherence.
• Conduct periodic vendor audits to ensure compliance with service-level agreements (SLAs), regulatory requirements, and conduct standards.

Monitoring, Reporting & Analytics

• Design dashboards and MIS frameworks for tracking control breaches, audit issues, customer grievances, and compliance exceptions.
• Report key control metrics and trends to senior management, Risk Management Committee (RMC), and Board-level committees.
• Utilize analytics to identify patterns in complaints, misconduct, data breaches, or abnormal collection behavior.

Audit & Issue Management

• Act as the central owner for remediation of audit, risk, and regulatory observations related to collections.
• Track closure of action plans, ensuring timely escalation of high-risk issues.
• Perform spot checks and process reviews to test the health of embedded controls.

Conduct & Discipline Enforcement

• Institutionalize strict adherence to the bank's recovery code of conduct among both in-house teams and outsourced agencies.
• Implement surveillance systems (call monitoring, field app tracking, geo-tagging, etc.) to prevent harassment, misrepresentation, or coercion in recoveries.
• Investigate frauds, misconduct, or reputational risk events within collections and ensure disciplinary action/rectifications.

Training & Change Management

• Drive awareness and training programs for collection staff and agency partners on compliance, operational risk, and control standards.
• Partner with business and IT teams during new initiatives, product rollouts, or system migrations to ensure risks are reviewed and mitigating controls are embedded.

Key Deliverables:

• Effective control framework implemented across collections lifecycle.
• Timely remediation of audit/compliance findings.
• Control dashboards highlighting risk metrics, breaches, and portfolio-level trends.
• Improved regulatory audit scores, reduced customer complaints.
• Enhanced vendor performance monitoring and compliance.

Role Proficiencies:

Candidate Profile:

Education:

• Postgraduate Degree (MBA / CA) with specialization in Risk, Finance, or Compliance.
• Additional certifications in Operational Risk, ISO Standards, or Compliance preferred.

Experience:

• 18-25 years in the banking and financial services industry.
• Minimum 7 years of relevant experience in collections, controls, operational risk, audit, or compliance.
• Proven track record in managing regulatory interactions, vendor governance, and control oversight.

Technical Knowledge:

• RBI guidelines on collections, outsourcing, and fair practices.
• Recovery frameworks: SARFAESI, legal recovery, arbitration, and settlement processes.
• Operational risk and control methodologies (RCSA, KRI/KPI monitoring, risk event reviews).
• Data security, ISO 27001, DPDP Act, and customer data-handling rules.

Skills & Competencies:

• Strong governance mindset with high integrity.
• Analytical ability to identify systemic risks and process gaps.
• Excellent leadership and stakeholder management.
• Strong communication skills for engaging with regulators, auditors, senior management, and external partners.
• Ability to design and implement scalable monitoring frameworks.