RPMG : Goverance, Audit & Process

About Retail Portfolio Management Group

The Retail Portfolio Management Group (RPMG) plays a strategic role in managing the bank's retail receivables, with a sharp focus on loss containment , cost efficiency , and portfolio sustainability . Through advanced analytics, technology-driven processes, and close collaboration with Credit, Risk, and Product teams, RPMG ensures risk-calibrated policy execution.

RPMG engages delinquent customers with multiple repayment solutions and financial counseling, promoting responsible credit behavior and long-term financial health. This approach aligns with the bank's overarching Growth, Profitability, and Sustainability (GPS) strategy, positioning RPMG as a key contributor to operational resilience and financial performance.

About the Role

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

RBI Fair Practices Code and Outsourcing Guidelines

Vendor Oversight & Outsourcing Risk

Monitoring, Reporting & Analytics

Audit & Issue Management

Conduct & Discipline Enforcement

Training & Change Management

Key Deliverables :

Role Proficiencies : Candidate Profile :

Education :

Experience :

Technical Knowledge :

Skills & Competencies :

Skills Required

Audit Issue Management, Vendor Oversight, Regulatory Policy Compliance, Governance and Control Framework