Head of Digital Collections

3 weeks ago

London Area, United Kingdom Fintellect Recruitment Full time

Role Profile: Head of Digital Collections & Recoveries


Our Client


Our client is on a quest to be the world’s most proactive bank. They improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions.


The founding team is in place, and they have launched with a fully functional App. Starting out with a current account and credit card, they will be broadening their portfolio soon with the foundations in place for a positive, supportive and thoughtful new bank.


As Head of Digital Collections & Recoveries you will play a pivotal role in shaping and implementing comprehensive strategies to enhance our collections and recovery processes. Your primary focus will be on developing cutting-edge digital self-serve and communication strategies, with an emphasis on optimising collection performance for customers facing financial challenges whilst commercially balancing the needs of the business.


If you are a forward-thinking professional with a passion for revolutionising digital collections while strategically addressing human touchpoints and diverse recovery strategies, we invite you to apply and lead our team into the next era of financial solutions.


Responsibilities of Head Digital Collections & Recoveries


  1. Establish a robust digital collections strategy, leveraging cutting-edge technologies for streamlined customer interactions and efficient recovery processes.
  2. Design a customer-centric digital debt collection approach, ensuring personalised interactions. When digital engagement falls short, lead the development of a complementary human touchpoint strategy.
  3. Utilise advanced analytics, including proficiency in SQL, to analyse data and derive insights for continuous improvement in digital collections performance.
  4. Lead the creation of predictive models and segmentation strategies, optimising success rates for digital and human-assisted collections efforts.
  5. Implement test and control strategies for real-time adjustments, considering changing customer behaviours and economic conditions.
  6. Collaborate with cross-functional teams to integrate digital collections initiatives seamlessly, balancing in-house capabilities with external partnerships, debt collection agencies, and outsourcing options.
  7. Stay abreast of industry trends, emerging technologies, and best practices to continually refine and innovate our digital collections approaches.
  8. Establish key performance indicators (KPIs) and reporting mechanisms to measure the effectiveness of the holistic collections strategy.


About You


You should demonstrate a proven track record in a senior role focused on collections strategy within the financial services industry, preferably in credit cards or related sectors.


Your expertise should extend to designing and implementing digital solutions, complemented by the ability to lead a strategy where human touchpoints are essential.


You have strong analytical skills, including proficiency in SQL, for strategic decision-making and performance optimisation.


You are commercially minded and are adept at balancing business needs while driving collections strategies that align with regulatory standards.


Your exceptional leadership and communication skills are crucial, fostering collaboration across diverse teams.


You should possess in-depth knowledge of debt collection processes, regulations, compliance standards, and experience with various collections outsourcing models.


You have a visionary mindset, capable of adapting strategies in response to customer engagement challenges.


Your familiarity with debt sale and recovery strategies, including litigation, write-offs, and settlements is essential.


You have an excellent understanding of FCA regulations, particularly related to consumer duty.

You thrive in a high-pressure environment and manage multiple simultaneous priorities.

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