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Senior Collections Manager
1 month ago
Our client is offering a fantastic opportunity for an experienced Collections Manager to join their Capital Retail Finance business. The successful candidate will be responsible for managing the end to end collections process. The Collections Manager would be working closely with the Head of Customer Service ensuring that the company delivers the best service to their customers. The role will include managing external debt collection agency and debt sale partners and building strong business relationships. The successful post holder will also be leading a team of collections agents, to ensure strong recoveries metrics are achieved. This role requires someone passionate about collections management.
This is a full time office based role.
Management & oversight of Collections Strategies (letters/SMS/email/phone/live chat), External Debt Collection Agencies (DCA) and Debt Sale partners
Resource & capacity management to ensure collections SLAs are achieved
Dialler management, adapting to inbound/outbound contact rates
Oversight of collections KPI’s and dashboards, ensuring performance is within appetite
Drive new initiatives to improve arrears management processes including customer vulnerability and forbearance.
Managing a team to deliver good outcomes for customers in financial difficulty
QA and call monitoring of team
Management & oversight of External Debt Collection Agencies (DCA) and Debt Sale partners
Preparing performance packs and updating senior stakeholders within the business
Debt sale contract management
Experience of managing collections team in contact centre environment within Financial Services industry preferred
Strong knowledge of collections and arrears recoveries processes in relation to consumer credit
Experience of managing customers in financial difficulty, including vulnerability and forbearance management
Excellent leadership skills, working with multiple business stakeholders, influencing decisions, and driving projects forward
Experience of presenting performance updates and strategies to the Senior Leadership team
Understanding of complaints management, as well as the Financial Ombudsman Service (FOS)
Contract and debt sale tender process management
Managing multiple customers touchpoints (e.g. letter, email, live chat)
External Client Relationship Management
Experience in incident management, and forming customer re-mediation strategies (where applicable)
Planning and prioritisation, working to strict deadlines but being fluid to changing environment
