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Collections Manager

Job Posted: 3 days ago

Salary: £ 50,000 - 55,000 / Annum
Job Type: Permanent
Location: Basingstoke, Hampshire

Expire in: 24 days

Job Description

Do you have a strong understanding of Collections and Recoveries within consumer credit or retail finance? Our client is seeking an experienced Collections Manager to join their growing organisation on a permanent basis. This is an excellent opportunity to be part of an innovative business delivering forward-thinking credit solutions in Basingstoke, Hampshire.

The Collections Manager will be responsible for managing the end to end collections process delivering a first class service to the customer. The role will also include managing external debt collection agencies and debt sale partners. The Collections Manager will be leading a team of Collections Agents, ensuring strong recoveries metrics are achieved.

This is an office based position working Monday to Friday, 37.5 hours per week.

Key duties:

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    Management & oversight of Collections Strategies, external Debt Collection Agencies and Debt Sale partners.

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    Resource & capacity management to ensure collections SLAs are achieved

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    Dialler management, adapting to inbound/outbound contact rates

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    Oversight of collections KPI’s and dashboards, ensuring performance is within appetite

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    Drive new initiatives to improve arrears management processes including customer vulnerability and forbearance.

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    Managing a team of 6 FTE to deliver good outcomes for those in financial difficulty

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    QA and call monitoring of team

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    Preparing performance packs and updating senior stakeholders within the business

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    Debt sale contract management

Required skills:

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    Experience of managing collections team in contact centre environment within Financial Services industry

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    Experience of managing multiple DCA and debt purchaser relationships

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    Strong knowledge of collections and arrears recoveries processes in relation to consumer credit, and Consumer Duty obligations

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    Experience of managing customers in financial difficulty, including vulnerability and forbearance management

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    Excellent leadership skills, working with multiple business stakeholders, influencing decisions, and driving projects forward

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    Strong ability to identify KPI’s, and help create dashboards to improve performance

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    Experience of presenting performance updates and strategies to the Senior Leadership team

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    Understanding of complaints management, as well as the Financial Ombudsman Service

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    Contract and debt sale tender process management

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    Experience in incident management, and forming customer remediation strategies

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    Strong communication skills with track record of motivating teams and driving increased productivity

Before You Apply

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