Squad Lead, Portfolio Management – Success Profile

PRELIMINARY

Role Mission

Lead the portfolio management squad and maximize value delivery for the POC, covering active customers from early delinquency to failed cure and closed customers.

Own the squad mission, quarterly goals, backlog priorities and delivery commitments; and lead the squad through diagnosis, design and execution:

• Identify portfolio and journey breakpoints
• Design target journeys and treatments
• Build practical SOPs and controls
• Run pilots

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Key Profiles

Experience

• 10+ years in secured or retail lending, portfolio management, risk or transformation, spanning delinquency management, remediation and customer retention (mortgage background preferred, not required)

• Experience leading a cross-functional team of 8-15 members, ideally in a squad or project setting

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Knowledge & Skills

• Competent in product knowledge: Strong knowledge of a lending product's customer lifecycle, delinquency and recovery dynamics, portfolio quality and key value drivers

• Competent in data-driven decision-making: Ability to use portfolio, delinquency and operational data to size opportunities, prioritize the backlog and track benefit realization

• Competent in agile execution: Strong execution skills in squad governance, sprint discipline, stakeholder alignment and benefit tracking

• Expert in problem-solving: Ability to translate customer and portfolio pain points into process, operating model and digital capability improvements

• Competent in risk & control management: Solid grasp of credit risk, collateral management, regulatory requirements, governance and audit readiness

• Expert in strategic mindset: Balance near-term cure and loss results with long-term portfolio health and customer relationship value

• Expert in customer focus: Understand borrower needs and pain points to design journeys and remediation that support sustainable repayment and retention

• Competent in stakeholder balance: Build trusted relationships across Risk, Legal and Compliance, Finance, Operations, Technology, branches and external partners

• Competent in result-driven: Translate diagnosis into OKRs, timely delivery and measurable portfolio-quality and customer outcomes

• Competent in collaboration: Mobilize a cross-functional squad to adopt new journeys and ways of working

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Responsibilities & Way of Working

Design

• Set the squad mission, quarterly OKRs, and sprint priorities across the active and closed portfolio segments

• Lead portfolio and journey diagnosis across:

  • Delinquency drivers
  • Servicing and collection leakage
  • Early exit
  • Post-closure relationship erosion

• Own the design of target-state portfolio management journeys, from early warning and reminder treatment to remediation, restructuring, collateral action and proactive retention

Execute

• Align Risk, Legal and Compliance, Finance, Operations, Technology, Data, branches and the appraisal centre around one squad delivery agenda

• Coach the squad on sprint cadence, backlog discipline, test and learn and data-based decision making, working with the Scrum Master

• Remove squad-level blockers across policy, data, systems, channels and branch execution, and escalate structural blockers to the Platform Lead

Build

• Translate squad priorities into the backlog, sprint outcomes, resourcing needs, and delivery commitments

• Own the squad roadmap and hypothesis testing plan, sequencing quantitative analyses and qualitative customer experiments

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Accountability (Example of KPIs)

Portfolio Quality

• NPL ratio
• Roll rate
• Risk-tier migration
• Cure rate
• Redefault rate
• Recovery and remediation success rate

Customer Experience & Retention

• NPS
• Early exit rate
• Post-closure relationship retention
• Cross-holding retention

Delivery

• OKR delivery
• Sprint commitment achievement
• Pilot execution on time
• Adoption of new SOPs

 

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