Senior Manager of Collections & Recoveries

Join our team as a Senior Manager of Collections & Recoveries, where you'll lead our in-house operations and third-party partners to deliver good customer outcomes while protecting the commercial health of the business. You'll be responsible for shaping and delivering a digital-first contact strategy, owning our collections policies and processes, and ensuring compliance with relevant laws and regulations. You'll also lead and empower a hybrid Collections & Recoveries team, focusing on their development and wellbeing.

• Lead the day-to-day operations of the Collections & Recoveries team, ensuring performance against operational KPIs and customer outcome measures.
• Shape and deliver a digital-first contact strategy, using segmentation, behavioral insight, and test-and-learn to engage customers earlier and increase self-serve resolution.
• Ensure all collections and recoveries activity complies with relevant laws, regulation, and industry guidance, and evidence good customer outcomes through clear MI and quality assurance.

• Comfort with data: you can interpret and challenge MI, set up and read tests, and use insight to make decisions
• Resilience and ownership — you stay steady under pressure, take accountability, and see things through
• Credibility with stakeholders at all levels, built on experience, business knowledge, market insight and best practice. You reach balanced decisions quickly and keep things moving
• Experience of managing third-party collections and recoveries partners, with outcomes-focused oversight and assurance
• A track record of using data, technology and digital channels to improve customer outcomes and operational performance — striking the right balance between great customer outcomes and a lean, efficient and robust operating model
• Excellent communication and influencing skills, with the ability to lead change effectively. You build strong, collaborative relationships across teams and work through challenges to get things done
• Significant experience leading collections and recoveries operations within UK consumer credit, ideally in credit cards or unsecured lending
• An experienced people leader who can coach, motivate and empower teams in a hybrid working model to achieve and exceed their goals, while looking after their wellbeing
• A strong, practical and current understanding of the UK regulatory framework for consumer credit collections, including CONC 7, the FCA’s rules on borrowers in financial difficulty, Consumer Duty, the fair treatment of vulnerable customers and Breathing Space — and how to evidence good customer outcomes
• Experience in a fast-growing or digital-first lender
• A relevant professional qualification, such as CICM
• Hands-on experience implementing AI-enabled or automation tools (e.g. conversational AI, speech analytics) in a regulated environment