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Director of Collections and Recoveries

2 months ago

London, Greater London, United Kingdom Starling Bank Full time
About the Role

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:
    • Develop and deliver the strategic plan for Collections and Recoveries 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.
    • Develop engagement strategies that support customers to manage their debt and achieve their financial goals.
  • Operational Management:
    • Plan and manage resources effectively and drive process efficiency.
    • Overall responsibility for management of the Collections function delivering upon set policies and ensuring fair outcomes for customers needing debt management.
    • Implement and manage systems and processes to track and improve collection performance.
    • Ensure effective use of technology to optimize collection efforts and efficiency.
    • 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.
  • Compliance and Risk Management:
    • Support the Executive in ensuring regulatory compliance of customer service operations.
    • 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.
  • Performance Monitoring and Reporting:
    • 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.
  • Stakeholder Management:
    • Collaborate and work closely with Engineering, technical operations, and customer operations leadership to ensure strategic plans are delivered and embedded within the organization.
    • Work cross-functionally to improve processes and practices across the bank to reduce customer detriment and improve financial health.
    Requirements
    • Collections experience in a growing business.
    • Relevant and extensive regulatory knowledge for Collections and Recoveries (including CONC 7, the Consumer Credit Act (CCA), and the Lending Standards Board (LSB)).
    • Analytical skills - the ability to use and interpret data to drive solutions.