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Collections Strategy Manager

2 months ago

London, Greater London, United Kingdom Fintellect Recruitment Full time
About the Role

Fintellect Recruitment is seeking an experienced Collections and Recoveries Product Owner to join our team, focusing on developing and enhancing the collections and recovery strategies with a strong emphasis on digital customer experience journeys.

Key Responsibilities
  • Product Strategy and Vision:
    • Develop and articulate a clear collections and recovery product vision aligned with the business's strategic goals.
    • Drive the product roadmap, prioritising features and enhancements to meet the evolving needs of customers and industry regulations.
  • Collections and Recovery Strategy:
    • Lead the Collections and Recovery strategy, ensuring alignment with both customer and commercial objectives.
    • Formulate strategies and treatments for customers experiencing financial difficulties or who are deemed vulnerable.
    • Ensure all policies and procedures adhere to regulatory standards and are continuously monitored for compliance.
  • Product Development and Optimisation:
    • Develop and implement a comprehensive collections capability tailored to our expanding unsecured lending portfolio.
    • Optimise in-house and outsourced collection capabilities with best-in-class contact and cure rates by leveraging the latest technology for streamlined customer interactions and efficient recovery processes.
    • Work closely with technology teams to develop and enhance self-service tools that improve customer engagement and streamline the collections process.
    • Collaborate with Operations teams and third-party partners to ensure effective delivery of collections and recovery services.
  • User Experience and Compliance:
    • Champion a user-centric approach to design, focusing on creating intuitive and efficient workflows for collections and recovery processes.
    • Collaborate closely with compliance to ensure the processes adhere to industry regulations and data security standards.
  • Data-Driven Decision Making:
    • Utilise qualitative and quantitative data to assess the performance of our collections capability and drive continuous improvement.
    • Leverage data analytics and customer feedback to make informed product decisions, drive continuous improvement, and measure the success of product initiatives.
  • Market Analysis and Industry Trends:
    • Stay abreast of industry trends, market dynamics, and emerging technologies related to collections and debt recovery.
    • Utilise market insights to identify opportunities for product differentiation and enhancements to continually refine and innovate our digital collections approaches.
  • Stakeholder Communication:
    • Effectively communicate product updates, performance metrics, and future plans to internal teams and stakeholders.
    • Collaborate with marketing to develop positioning and messaging strategies.
Requirements
  • You have proven experience in strategy roles, with a track record of developing and implementing successful strategies.
  • You have a strong understanding of unsecured lending, with a track record of working on unsecured lending portfolios, particularly credit cards and personal loans.
  • You possess in-depth knowledge of UK regulations relating to collections activities, including CONC, the Consumer Credit Act (CCA), and Lending Standards Board (LSB) guidelines.
  • You have experience in developing or utilising digital solutions for collections and recovery processes.
  • You have experience working with third-party vendors and outsource partners.
  • You have demonstrated experience in managing credit and compliance risk.
  • You have strong analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions.
  • You have excellent communication and interpersonal skills, and are comfortable presenting to senior leadership, with the ability to tell a story and engage the audience.
  • You are committed to customer-centricity and have a passion for delivering exceptional customer experiences.
  • You have strong organisational skills, capable of handling multiple priorities and deadlines without compromising quality.
  • You have the curiosity and drive to identify and implement improvements to automate wherever possible.
  • You have the ability to make independent decisions while also being receptive to direction and feedback.
What We Offer
  • Competitive salary and benefits package.
  • Private Medical Cover - Access top tier medical private medical facilities and professionals provided through AXA medical insurance.
  • Health Cash Plan - Receive re-imbursement or contribution towards day-to-day health treatments, Access to digital physio and digital skin clinic.
  • Gym Discounts- Enjoy discounts on various gym memberships.
  • Life Assurance - Ensure peace of mind for your loved ones with a benefit of four times your salary.
  • Pension Scheme - 3% employer contribution, 5% employee contribution.
  • Leave - 25 days annual leave + the option to buy or sell up to 5 days, Celebrate your birthday with a day off on us, 5 days volunteering.
  • Employee Assistance Programme - Gain holistic wellbeing support for life's ups and downs.
  • Learning and Development - Enjoy professional development and grow with us.