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Senior Manager of Customer Collections
2 months ago
This is a senior leadership position 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 (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.
This role is certified under the Senior Manager Certification Regime; a Fit and Proper assessment will be conducted for the successful candidate.
- 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.
