Collections Policy SME

2 weeks ago

London Area, United Kingdom Map Room Full time

Collections Policy/Strategy SME | Premium Finance | Contract/Interim Opportunity

Map Room is seeking to engage with an experienced
Collections Policy/Strategy SME
to play a key role in transforming and embedding our customers' approach to financial difficulty. Our customer is a leading UK financial institution, and this role will sit within the Premium Finance business unit.

This role will be instrumental in driving forward the actions identified in a recent in-depth review, bringing expertise, structure, and strategic clarity to a critical area of the business. This is a unique opportunity to make a meaningful impact on how we support customers through financial difficulty, ensuring fair and consistent outcomes.

Key Responsibilities:


Drive Delivery of Strategic Actions

Lead the execution of agreed actions from the review to ensure timely and effective implementation across the function.


Shape Financial Difficulty Approach

Design and develop a fit-for-purpose strategy for managing financial difficulty within the Premium Finance unit.


Define Collections Processes

Collaborate with stakeholders to define the end-to-end collections process, including the roles of brokers vs. lenders.


Documentation & Policy Design

Create comprehensive documentation covering policy, standards, processes, and support mechanisms for customers in financial difficulty and vulnerable customer groups.


Support Fair Customer Outcomes

Partner with the Head of Function to ensure all strategies and processes deliver fair and appropriate outcomes for our customers.


Training & Readiness

Contribute to training content development, including adaptations specific to the Premium Finance context.


Wider SME Support

Provide expert advice and additional capacity to the senior management team across the broader Customer Support Function.

About You:

Deep subject matter expertise in collections strategy, preferably within financial services or premium finance

Proven experience delivering change across customer support, collections, or vulnerability functions

Strong documentation, policy design, and stakeholder engagement skills

Able to operate at pace in a complex, regulated environment

Customer-first mindset with a passion for fair outcomes

To express an interest, please follow the link. Before applying, please ensure that you meet all of the criteria detailed in the screening questions.

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