Collections Manager

1 week ago

Chester, Cheshire, United Kingdom Specialist Motor Finance Full time

Specialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers.

Established in 2014, SMF have built up a reputation for providing a strong product range, offering quick decisions through the application process and a collaborative approach to working with our customers throughout the life of their agreement.

About the role

Accountable for the smooth running of the collections department end to end ensuring that all processes procedures and instructions are clearly documented and regularly updated in line with regulatory expectations. All staff are trained to sufficient expectations and are fit for the role. The standards of the department and staff within meet the company conduct expectations as set out in the policy.

All activities are monitored governed to ensure that all outcomes are customer centric fair and compliant and would stand up to regulatory scrutiny in particular FCA Consumer Source book (CONC) / consumer Duty / TCF

To foster a positive and results drive team dedicated to good outcomes and continuous improvement.

Key responsibilities

  • Ensure that all aspects of performance management are done promptly and robustly.
  • Develop team leaders to expert level of competency.
  • Understand regulatory expectations and ensure that the department will stand up to scrutiny.
  • Liaise with 2Lod to always ensure the safe and compliant running of the department.
  • Identify and raise where applicable any operational risks.
  • Facilitation any customer remedial actions with priority
  • Identify & prevent potential harm to customers through regular process review and continuous.
  • Ensure that direct reports are capable accountable and responsible for maximising team performance to the optimum
  • Analyse data and present findings where required.
  • Liaise closely with credit risk department to ensure MI is timely sufficient meaningful and accurate to run the department.
  • Understand the working and performance maximisation of a predictive dialler or similar.
  • Resource planning
  • Contingency and succession planning to ensure there is no unforeseen exposure to the department.
  • Work within departmental Sla and KPI's
  • Exceed targets given to ensure the department is efficient such as cash recovered Quality, customer outcomes kept rates etc.
  • Build and maintain close stakeholder relationships.
  • Liaise closely with other operational areas such as QA training, complaints, and customer services.
  • Be responsible and capable of end-to-end HR duties from recruitment to potential exit.
  • Work within tight deadlines and expectations.
  • Foster and open an honest communicative department.
  • Share insights.
  • Display resilience in working in a fast-paced target driven environment whilst being adaptable to change.
  • Ensure there is sufficient governance across the department and its processes to mitigate SLA failure and ultimately poor customer outcomes.

Candidate requirements

Knowledge:

  • Knowledge of regulatory expectations, rules, and guidelines – specifically CONC7, TCF, Consumer Duty, OFCOM
  • Understanding of skill matrix / training needs analysis desirable
  • Knowledge of working within a quality-based framework
  • Broad understanding of 2Lod and working within a 3Lod environment
  • Working within a regulated environment essential but working within motor industry highly desirable

Skills:

  • Ability to multitask & work well in a pressurised environment
  • Outstanding written and verbal communication skills
  • Exemplary presentation skills
  • Demonstrable performance management skills
  • Motivational outlook and ability to inspire
  • Ability to transform process to meaningful KPI's

The successful candidate will be always required to act within the standards expected within Consumer Duty and comply with The Conduct Rules which set the minimum standard of individual behaviour expected when carrying out a role at Specialist Motor Finance.

  • You must act with integrity.
  • You must act with due skill, care, and diligence.
  • You must be open and cooperative with the FCA, the PRA and other regulators.
  • You must pay due regards to the interests of customers and treat them fairly.
  • You must observe proper standards of market conduct.
  • You must act to deliver good outcomes for retail customers.

Training and education

  • At least 2 years Collections managerial experience
  • Must be able to demonstrate regulatory knowledge

The benefits of working at SMF:

  • Pension scheme up to 8% employer contribution
  • 26 days annual leave + 8 days bank holidays
  • Employee referral programme
  • Perks at Work
  • Above and Beyond awards
  • Income protection scheme
  • Employee of the Year
  • Long Service awards
  • Life assurance
  • Discounted gym membership
  • Employee assistance programme
  • Paid volunteer days
  • Purchase additional annual leave.
  • Social events

Interested? Apply today to find out more

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