Chief of Customer Strategy and Collections Management
4 weeks ago
Company Overview
Together is a leading name in property finance, characterized by our entrepreneurial spirit. We have been in operation since 1974 and are based in South Manchester. Our team of over 750 dedicated professionals is committed to helping individuals and businesses realize their property goals by providing tailored financial solutions.
Our approach to lending is grounded in common sense, offering a diverse range of mortgage and secured loan products to those often overlooked by traditional lenders. Our customers are at the core of our mission, and we strive to transform challenges into opportunities, making their property aspirations achievable.
We value diversity and welcome individuals from all backgrounds who share our passion for teamwork and customer-centricity. Our uniquely talented team is what sets us apart.
Role Overview
Take ownership of the design and management of Portfolio Strategy, focusing on accounts with Escalating Balances, Off Schedule Balances, and the Account Management framework. Collaborate with the first line of Credit Risk to develop and oversee the Collections and Recoveries strategy, including proactive measures and assessing the effectiveness of implemented strategies. Lead the governance and future enhancement of Consumer Support and Understanding outcomes under Consumer Duty, partnering with operational teams and Group Risk to implement actions that minimize customer harm, including Consumer Duty Board reporting. Ensure that Customer Communications in Operations adhere to Consumer Duty regulations, overseeing the Communication Testing Framework. Act as the Design Authority for conduct-related aspects of Underwriting, Servicing, and Collections, including Vulnerability and Forbearance. Conduct ongoing analysis to evaluate the appropriateness and effectiveness of customer outcomes, utilizing insights to drive improvements. Oversee the design and compliance of key conduct strategies such as Vulnerability Remediation and Forbearance, ensuring adherence to regulatory standards. Serve as the primary contact for Line 1B and first line Credit Risk, collaborating on customer-impacting strategies. Manage Operational Resilience and Business Continuity coordination. Develop and implement a comprehensive Customer Experience Strategy, ensuring thorough coverage throughout the customer journey and leveraging insights for continuous enhancement. Supervise regulatory processes, including Complaint Root Cause analysis and FOS complex case referrals. Establish and maintain effective control frameworks for Operations Policy governance. Uphold the firm's reputation and ensure positive customer outcomes by promoting high standards of conduct and delivery. Champion the Consumer Support and Understanding outcomes under Consumer Duty, working with operational teams and Group Risk to mitigate customer harm. Model the tone from the top by embodying our core beliefs and the FCA's Conduct Rules, ensuring that positive customer outcomes are central to all decisions. Provide valuable insights and challenges as a member of the leadership team to support the achievement of annual objectives. Actively contribute to Boards, Committees, and Forums. Foster effective relationships across the Group and with external stakeholders to achieve Group objectives. Implement robust compliance and risk management processes to enhance operational efficiency. Promote a supportive coaching culture where colleagues understand their roles in achieving business objectives and receive regular management support for performance improvement. Advocate for the firm's objectives related to community engagement, sustainability, and diversity, equity, and inclusion. Ensure recruitment, onboarding, and management of colleagues align with business expectations and policies. Facilitate the development of colleagues' skills and knowledge to support performance and succession planning.Qualifications
In-depth understanding of regulatory requirements for mortgage businesses, particularly Consumer Duty and management of arrears. Recent experience in designing and maintaining operational policies related to Conduct, including Vulnerability and Financial Difficulty. Creative and inspiring, capable of translating complex concepts into engaging narratives. Ability to incorporate the customer perspective into strategic design across the customer journey. Strong networking and strategic thinking skills to see beyond immediate objectives. Proven ability to utilize data to inform recommendations and enhance customer outcomes. Excellent stakeholder management skills, fostering relationships based on integrity and trust. Supportive of change, fostering a culture of continuous improvement. Collaborative approach to enhance the overall effectiveness of the operating model. Strong problem-solving skills with the ability to propose solutions considering customer and business implications. Highly organized with a resilient and adaptable mindset. Comprehensive knowledge of customer-impacting processes throughout the customer journey. Experience in influencing senior stakeholders and leading governance discussions. Understanding of risk identification and mitigation across various categories. Self-motivated with a strong understanding of the Together customer journey. Pragmatic approach to achieving optimal outcomes amidst competing priorities. Ability to advocate for change among colleagues and stakeholders. Strong people management skills, capable of coaching individuals to high performance. Commitment to the Together Beliefs of integrity, respect, and accountability. Championing Diversity and Inclusion through exemplary leadership. Exceptional leadership and coaching abilities to cultivate a high-performing team.Additional Information
Benefits of Working at Together
Generous holiday allowance, including a day off for your birthday, with potential increases based on service. Options to buy and sell holidays. Discretionary annual bonus opportunities. Matched pension contributions. Life assurance and critical illness cover. Health cash plan and private medical insurance. Access to company holiday homes. Travel season ticket loans and ride-to-work schemes. Complimentary local gym access and discounts at local bars and restaurants.Together Money is committed to diversity and inclusion, proudly serving as an equal opportunity employer. We celebrate and support differences, valuing our colleagues for their unique contributions. We strive to create an environment where everyone can thrive.
We are dedicated to ensuring a positive experience for all candidates. If you require any reasonable adjustments to facilitate your application process, please inform us, and we will do our utmost to accommodate your needs.
Please note that all successful candidates will undergo relevant employment reference, financial, and criminal record checks.
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