Head of Customer Management

501823

Permanent Full Time

London

Credit Risk

**How will your role contribute at NewDay?**

The Head of Customer Management is a key role in NewDay, leading a team of senior managers and analysts the role holder is responsible for setting the strategic direction of the customer management strategy function working closely with the customer underwriting and commercial teams to deliver the best possible customer journeys whilst handling credit quality and growth targets across all our Brands.

The role includes responsibility for setting all customer management credit policies for each product line, not limited to but including, affordability, authorisations, credit limit assignment, early intervention and with input into the risk based pricing strategies. This will include leading on setting and optimising the credit criterion for both credit cards and NewPay.

We are looking for an individual passionate about the customer, having a clear understanding of the regulatory environment and someone who will continually evolve and challenge NewDay’s strategies to ensure both compliance and a world class service for our customers

**What will you be doing day-to-day?**
- To play a crucial role in driving innovation and strategic capability within customer management, working closely with the credit decisioning team to create models and strategies that combine the latest external data with our internal customer data. We want to be a true market leader in this regard.
- To work with the Head of Customer Underwriting to create compliant and consistent customer affordability assessments, ensuring our customers are given access to sustainable credit lines. Building continuity in our early months on book (EMOB) strategies and tailoring these to our new NewPay offerings.
- To drive insights and interventions for both vulnerable and customers with financial difficulties. To understand the needs of customers affected by the COVID pandemic and to drive strategies that will recognise income shock and deferral plan needs to update responsible lending Policies.
- Passionate about minimising the impairment losses and delivering the budget credit performance levels for customer management activity customer product lines. This will include the setting of, delivery against, customer impairment budgets that balance profitable growth and credit quality
- Leadership role in creating and maintaining credit policy for existing Own Brand and Co Brand product lines as well as our Co-Branded Etailers (e.g Amazon Classic, A), Argos etc). This will include direct ownership of credit worthiness, affordability assessments, credit limit assignment and input into the risk based pricing strategy
- Strategic credit lead on new customer marketing strategies with the Commercial Team, including the optimisation of marketing selection credit criterion, eligibility checking, pre-approvals across all new customer marketing channels
- Analytical lead on e how to improve credit and/or growth performance levels, with strategic improvements being proposed in Committee papers. Support customer channel testing to continually optimise our credit decisioning
- Management and oversight of all policies and procedures detailed in accordance with NewDay standards to meet all the latest regulatory and compliance requirements
- To work with Operations and 2LoD to management complaints, supporting the business with the history of decision making for our customers and making changes to strategy where needed to improve customer experience.
- Work closely with Operational Management teams providing judgemental underwriting services, as well as testing new ways to fulfil customer needs through digital fulfilment/Eservicing

**Additional responsibilities**
- Being a key member of the Credit & Collections senior leadership team, deputising for the Director of Credit Management as and when required. The role holder will be encouraged to build positive relationships with the leaders of the sub-functions (particularly Credit Analytics, Customer Underwriting and the Commercial teams)
- Attendance at Credit Committee and Enterprise Risk Management Committee as required, including leading on customer management strategy proposal documents
- Budget management of customer decisioning costs (e.g. credit bureau) as well as change costs for strategic change projects
- Represent Customer Management function as required with the Board and Executive Committee as well as with external meetings potentially including regulators, ratings agencies and investors
- Represent NewDay at external industry meetings as required. For example, the role holder would be expected to provide leadership and guidance on the industry approach to eligibility checkers and affordability

**Your Skills and Experience**
- University degree level or similar with highly numerate and analytical background
- A successful consistent track record in leading credit risk and/or collections teams within financial se