Senior Collections Manager
2 months ago
About the Role
The OSB Group is seeking a highly experienced and skilled Senior Collections Manager to lead and manage a team of Financial Support Team Associates in our Collections and Recovery department. As a key member of our team, you will be responsible for providing clear direction, inspiring, developing, and coaching your team to meet and exceed targets while ensuring the efficient and effective management of assets in line with policy, procedure, SLA, and the Customer Journey strategy.
Key Responsibilities
- Lead the team and manage operational risks within the department to optimize business results.
- Provide effective leadership, support, and motivation to the team, ensuring all staff are managed, trained, appraised, and developed, with appropriate performance objectives and regular reviews.
- Report on key performance and operational issues, making recommendations for improvement.
- Participate in new boarding projects, ensuring all aspects of Collections requirements are considered and plans are in place for seamless integration.
- Undertake monthly sampling in line with T&C framework to ensure good customer outcomes in line with policies and procedures and the Customer Journey strategy.
- Assist in the management of complaint resolution by taking escalated calls, coaching, and supporting the team to resolve complaints on the spot, ensuring processes and timescales are adhered to where complaints are escalated to Customer Relations.
- Make mandated decisions on referrals and next steps where cases are to be progressed to Litigation and Repossession or where Litigation and Repossession action is to be cancelled.
- Liaise and maintain working relationships with 3rd party organizations such as Solicitors, Third Party Associates, and system providers.
What We Offer
In return for your commitment, we offer a competitive benefits package, including:
- Discretionary annual bonus opportunity of up to 15%
- 28 days annual leave plus bank holidays
- Contributory pension (8% employer, 5% employee)
- Life Assurance (4x salary) plus Group Income Protection
- Access to Private Medical Insurance and Medical Cash Plan
- Maternity & Adoption Leave – Occupational Maternity/Adoption Pay provided at 100% of salary for the first 13 weeks and at 50% of salary for the next 13 week period.
- Paternity Leave – 4 weeks of paid leave to be taken within 8 weeks of childbirth
- Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving, and Save as you Earn scheme.
Requirements
We are looking for talented individuals with the following experience and knowledge:
- Previous work experience in end-to-end Collections is essential.
- Previous Line Management in a Collections environment.
- Strong knowledge of professional negligence and shortfall management processes.
- Robust knowledge of the technical aspect of arrears-based litigation.
About Us
The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market. Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB's unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.
We are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds. As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop, and advance senior women in our sector. We don't stop there, though; we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.
Whilst we are an organization that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance, so if you see a role of interest, we are happy to be asked about flexibility and explore together if we can make it work.
All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.
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