Layer 5 - Governance Cadence
Standard meeting rhythm for all DCA engagements - no DCA exempt
- Document ID
- STD-DCA-CADENCE-001
- Version
- 1.0
- Status
- Final (exec)
- Owner
- Head of Collections
- Applies to
- All DCAs - no DCA exempt
- Last updated
- February 2026
Executive summary
This document defines the standard governance cadence for all DCA engagements. The same rhythm applies to every DCA; there are no exemptions. This ensures consistent oversight, comparability, and timely escalation across Weekly (Operational), Monthly (Performance & Conduct), Quarterly (Risk & Attestation and Risk Committee), and Annual (Contract & Incentive) activities.
1. Cadence summary
| Frequency |
Meeting / activity |
Purpose |
Participants (typical) |
| Weekly | Operational review | Volume, pipeline, SLA, day-to-day issues, handbacks | Bank collections ops, DCA ops |
| Monthly | Performance & conduct review | Scorecard, SLA, Monthly Pack, conduct, trends, action plans | Bank collections lead, DCA account lead |
| Quarterly | Risk & attestation review | Risk indicators, attestations, issue log, delegation, remediation | Collections, Risk, Compliance, DCA senior |
| Quarterly | Risk committee reporting | DCA risk summary, material issues, attestation status | Per committee mandate |
| Annual | Contract & incentive review | Contract, SLA, commission, Delegated Authority Schedule, exception register | Collections, Risk, Compliance, Legal, DCA |
2. Detailed requirements
2.1 Weekly - Operational review
| Attribute | Requirement |
|---|
| Frequency | Weekly (same day/time per DCA where possible) |
| Duration | e.g. 30-45 minutes |
| Participants | Bank: Collections operations; DCA: Operations / account team |
| Agenda | Pipeline and volume; new assignments and closures; SLA dashboard (time to contact, non-treatment); handbacks and returns; blocking issues; next week priorities |
| Output | Action log; escalation of any immediate SLA or conduct concern to Monthly/Quarterly as needed |
| Exemption | None - every DCA must have a weekly operational review |
| Attribute | Requirement |
|---|
| Frequency | Monthly (within e.g. 10 business days of month end to allow pack submission) |
| Duration | e.g. 60 minutes |
| Participants | Bank: Head of Collections / Collections lead; DCA: Account director / senior lead |
| Agenda | Standard Monthly Reporting Pack (Layer 3) - Portfolio, Performance, Conduct, Delegated Authority, Risk Indicators; scorecard (R/A/G); open issues (Layer 4); action plans for Amber/Red; complaints and breaches |
| Output | Agreed actions; minutes; scorecard and pack on file; escalation to Risk if required (Layer 6) |
| Exemption | None - every DCA must have a monthly performance & conduct review |
2.3 Quarterly - Risk & attestation review
| Attribute | Requirement |
|---|
| Frequency | Quarterly (aligned to quarter end) |
| Duration | e.g. 90 minutes per DCA or combined DCA session |
| Participants | Bank: Collections, Risk (second line), Compliance; DCA: Senior management (e.g. MD or delegate) |
| Agenda | Risk indicators and issue log (Layer 4) - trends, Category A/B/C/D; attestation - DCA attestation received and signed; bank attestation over DCA controls; delegation and authority breaches; remediation plans; forward-looking risks |
| Output | Quarterly risk summary per DCA; attestation status; any escalation to Risk Committee; updated action register |
| Exemption | None - every DCA must be in scope of a quarterly risk & attestation review |
2.4 Quarterly - Risk committee reporting
| Attribute | Requirement |
|---|
| Frequency | Quarterly (per Risk Committee calendar) |
| Content | Consolidated DCA risk summary: number of DCAs; overall volume and exposure; scorecard summary (R/A/G by DCA); material issues (Category A/B, suspensions, conduct breaches); attestation status; exceptions; key remediation plans |
| Owner | Risk (second line) or Collections, as per committee terms of reference |
| Exemption | None - DCA risk must be included in Risk Committee reporting at least quarterly |
2.5 Annual - Contract & incentive review
| Attribute | Requirement |
|---|
| Frequency | Annual (per contract anniversary or designated planning cycle) |
| Participants | Bank: Collections, Risk, Compliance, Legal; DCA: Senior commercial and operations |
| Agenda | Contract - alignment with Layer 2 standard; SLA and reporting - any change to standard pack or SLA; Commission & incentive - alignment with Layer 1 Appendix B; Delegated Authority Schedule - any change to thresholds; exception register - review and renewal; strategic alignment and volume outlook |
| Output | Agreed changes (if any); contract amendment or renewal; updated Delegated Authority Schedule and exception register; minutes on file |
| Exemption | None - every DCA must be subject to an annual contract & incentive review |
3. Calendar and tracking
Calendar: Head of Collections / Governance team maintains a DCA governance calendar with all weekly, monthly, quarterly, and annual dates per DCA. Tracking: Attendance and completion of reviews are tracked; missed reviews are escalated and rescheduled. Reporting: Compliance or Risk may report on "cadence adherence" (e.g. % of reviews held on time) in Risk Committee or equivalent.
4. Alignment with other layers
| Layer | Link to cadence |
|---|
| Layer 1 | Policy requires this cadence; no DCA exempt |
| Layer 2 | Contract may reference "governance cadence as per Layer 5" |
| Layer 3 | Monthly Pack is submitted before Monthly Performance & Conduct Review |
| Layer 4 | Issues are discussed in Monthly and Quarterly reviews; log is updated |
| Layer 6 | Escalation triggers may require ad hoc meetings in addition to this cadence |