Senior Project Manager – Collections & Customer Experience

About the role

We are seeking a seasoned senior executive to lead Collections and Customer Experience functions from the CEO Office. This strategic role drives operational excellence, transformation programmes and customer‑journey enhancements across a large banking, financial services or real‑estate organisation.

Key responsibilities

• Lead strategic initiatives in early‑stage collections, recoveries and customer remediation, improving cure rates, roll rates and recovery outcomes.
• Design and execute enterprise‑wide CX improvement programmes, enhancing NPS, CSAT and service quality through process redesign, digitisation and automation.
• Manage high‑impact transformation projects, establishing governance, steering committees and KPI reporting while coordinating Operations, Technology, Legal, Finance and Business Units.
• Develop dashboards, scorecards and executive reports, conduct root‑cause analysis and drive automation and process‑efficiency initiatives.
• Act as trusted advisor to senior leadership, preparing executive presentations, business cases and influencing cross‑functional decision‑making.

Required profile

• 15+ years of progressive experience in banking, retail banking, consumer finance, mortgage lending, real‑estate development or related financial services.
• 5‑8 years in senior leadership roles such as Senior Director, Vice President, Head of Collections or Head of Customer Experience.
• Proven track record of leading large‑scale transformation programmes and managing sizeable operational teams.
• Strong executive stakeholder management and cross‑functional leadership capabilities.