Senior Project Manager

Role OverviewWe are seeking a seasoned Professional with a proven track record of leading both Collections and Customer Experience (CX) functions within large-scale banking, financial services, or real estate organizations.This is a strategic leadership role operating from the CEO Office, responsible for driving operational excellence, transformation programs, customer journey enhancements, collections effectiveness, and cross-functional execution across the organization.The ideal candidate will bring a unique blend of:Hands-on operational leadership in Collections and Customer ExperienceEnterprise-scale transformation experienceStrong project and program management capabilitiesExecutive stakeholder managementData-driven performance improvement expertiseThe role requires an execution-focused leader capable of managing complex business initiatives while partnering closely with senior leadership to improve customer outcomes, portfolio performance, operational efficiency, and service delivery.Key ResponsibilitiesCollections Leadership & TransformationLead strategic initiatives across early-stage collections, recoveries, and customer remediation functions.Drive improvements in collections effectiveness, portfolio performance, cure rates, roll rates, and recovery outcomes.Identify and implement operational enhancements to improve productivity and customer engagement.Develop customer-centric collections strategies balancing recovery performance with customer experience.Partner with risk, legal, operations, and technology teams to optimize collections processes and governance.Customer Experience LeadershipLead enterprise-wide CX improvement initiatives across customer touchpoints.Enhance customer journeys through process redesign, digitization, automation, and service improvements.Improve key customer metrics including NPS, CSAT, complaints management, and service quality.Partner with contact center, operations, digital, and sales teams to ensure a seamless customer experience.Establish frameworks for continuous improvement and customer service excellence.Strategic Program ManagementDrive high-impact transformation programs sponsored by the CEO/MD Office.Manage complex cross-functional projects involving Operations, Technology, Collections, Customer Experience, Legal, Finance, and Business Units.Establish governance frameworks, project plans, executive steering committees, and reporting structures.Monitor program delivery, milestones, risks, budgets, and KPIs.Ensure strategic initiatives are executed effectively and deliver measurable business outcomes.Performance & Operational ExcellenceDevelop dashboards, scorecards, and executive reporting packs.Monitor operational performance and identify opportunities for improvement.Conduct root-cause analysis and implement corrective action plans.Drive automation, process improvements, and operational efficiency initiatives.Champion a culture of accountability, customer centricity, and continuous improvement.Executive Stakeholder ManagementAct as a trusted advisor to senior leadership.Prepare executive presentations, business cases, and strategic recommendations.Lead discussions with internal and external stakeholders.Influence decision-making and ensure alignment across business functions.Candidate ProfileExperience15+ years of progressive experience within:BankingRetail BankingConsumer FinanceMortgage LendingReal Estate DevelopmentProperty ManagementFinancial ServicesMinimum 5-8 years in senior leadership roles such as:Senior DirectorVice PresidentHead of CollectionsHead of Customer ExperienceHead of OperationsDirector Customer OperationsDirector Collections StrategyChief of Staff (Operations / Transformation)Mandatory RequirementsCandidates must demonstrate direct leadership experience in:✅ Collections Operations✅ Customer Experience / Customer Service Operations✅ Contact Center or Customer Operations✅ Large-scale Transformation Programs✅ Operational Performance Management✅ Executive Stakeholder Management✅ Cross-functional LeadershipCandidates should have managed sizeable teams and held accountability for operational KPIs, customer outcomes, and business performance.Preferred Industry BackgroundBanking & Financial ServicesRetail BankingConsumer FinanceCredit CardsMortgagesPersonal LoansCollections & RecoveriesCustomer OperationsReal EstateProperty DevelopersResidential CommunitiesRevenue & Collections FunctionsCustomer Service & Handover OperationsCustomer Lifecycle ManagementKey CompetenciesFunctional ExpertiseCollections Strategy & OperationsRecoveries ManagementCustomer Experience ManagementCustomer Journey DesignContact Center OperationsService DeliveryComplaint ManagementPortfolio Performance ManagementLeadership CompetenciesStrategic ThinkingProgram LeadershipOperational ExcellenceExecutive PresenceStakeholder ManagementChange ManagementCommercial AcumenDecision MakingAnalytical CapabilitiesKPI ManagementBusiness Performance AnalysisData-Driven Decision MakingFinancial & Operational ReportingProcess ReengineeringEducationBachelor's Degree required.MBA or Postgraduate Qualification preferred.PMP, PRINCE2, Lean Six Sigma, Agile, or relevant certifications advantageous.Ideal CandidateA senior executive who has successfully led Collections and Customer Experience functions within a major bank or real estate developer, and who combines deep operational expertise with the ability to drive enterprise-wide transformation initiatives. The successful individual will operate as an extension of the MD's Office, ensuring strategic priorities are translated into measurable operational outcomes while enhancing both customer satisfaction and collections performance.