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Director of Collections and Recoveries
2 months ago
This senior leadership position is responsible for defining and delivering the best customer experience through strong leadership, effective strategy, and efficient processes relating to all collections and recoveries activities.
Key Responsibilities- Strategic Leadership: Shape strategic priorities for Collections and Recoveries and present these to Executives and Board.
- Develop and deliver the strategic plan for Collections aligned to overall business objectives and regulatory requirements to minimize risk and improve efficiencies within the department and across the bank.
- Align the Collections and Recoveries strategy with overall business objectives and regulatory requirements.
- Monitor industry trends and incorporate best practices to enhance C&R processes.
- Develop engagement strategies that support customers to manage their debt and achieve their financial goals.
- Planning and managing resources effectively and driving process efficiency.
- Overall responsibility for management of the Collections function delivering upon set policies and ensuring fair outcomes for customers needing debt management.
- Challenge the current operating model and ways of working within the department and wider organization.
- Implement and manage systems and processes to track and improve collection performance.
- Ensure effective use of technology to optimize collection efforts and efficiency.
- Inspire trust and confidence in individuals and teams.
- Lead, motivate, and develop a high-performing team.
- Foster a culture of continuous improvement and professional development.
- Ensure adequate training and resources are provided to team members.
- Develop the talented Collections teams to broaden their expertise and build careers within the bank.
- Support the Executive in ensuring regulatory compliance of customer service operations (e.g. Treating Customers Fairly, Consumer Duty of Care, CONC) and constantly challenging this.
- Ensure all collection activities comply with relevant laws, regulations, and internal policies.
- Develop and maintain a robust risk management framework for collections and recoveries.
- Collaborate with risk, legal, and compliance teams to address regulatory changes and challenges.
- Provide regular reports and insights to senior management on collection performance and trends.
- Use data analytics to drive decision-making and improve quality and performance.
- Establish measures of performance to monitor the effectiveness of collection activities.
- Collaborate and work closely with Engineering, technical operations, and customer operations leadership to ensure strategic plans are delivered and embedded within the organization.
- Engagement with third parties to meet obligations under the Government Backed Lending schemes, including representing Starling on industry forums and effectively managing third-party supplier relationships.
- Work cross-functionally to improve processes and practices across the bank to reduce customer detriment and improve financial health.
