As the
Head of Collections and Recoveries , you will report to the Group Operations Director, leading a highly efficient and effective regulated and unregulated Customer Collections and Recoveries function. You will embed a culture of success that delivers for customers, colleagues, stakeholders, investors, regulators, and communities by implementing a range of strategies, plans, and operational levels that lead to sustained measurable success. Responsibilities: Deliver against operational plans to reach strategic objectives, creating a customer-centric culture and delivering good outcomes for customers. Manage the Collections and Recoveries Operations function balanced scorecard, ensuring appropriate customer outcomes are delivered and financial, regulatory, and business targets are achieved within risk appetites. Ensure adherence to Credit Risk management controls, frameworks, and parameters. Have functional responsibility to ensure that annual letter reviews for the Collections function are completed at appropriate intervals. Maintain and fulfill effective contact and forbearance strategies in line with agreed business requirements, supporting customers and complying with regulatory requirements. Support and operationalize transformation and service modernization initiatives. Combine knowledge, experience, and expertise from the regulated and unregulated business to create an efficient operating model that delivers market-leading and compliant outcomes for customers, colleagues, and stakeholders. Qualifications Essential: Strong and relevant financial services industry knowledge, specifically within Collections and Recoveries. A proven track record of successful delivery against a balanced scorecard of operational targets in a fast-paced environment. Ability to operate at Board level, with strong stakeholder management and the ability to matrix manage. Significant leadership experience. Experience of operating in a regulated environment and delivering operational processes, Collections and Recoveries strategies with due governance and oversight. Experience of leading a high-performing front-line customer operation.
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Head of Collections and Recoveries , you will report to the Group Operations Director, leading a highly efficient and effective regulated and unregulated Customer Collections and Recoveries function. You will embed a culture of success that delivers for customers, colleagues, stakeholders, investors, regulators, and communities by implementing a range of strategies, plans, and operational levels that lead to sustained measurable success. Responsibilities: Deliver against operational plans to reach strategic objectives, creating a customer-centric culture and delivering good outcomes for customers. Manage the Collections and Recoveries Operations function balanced scorecard, ensuring appropriate customer outcomes are delivered and financial, regulatory, and business targets are achieved within risk appetites. Ensure adherence to Credit Risk management controls, frameworks, and parameters. Have functional responsibility to ensure that annual letter reviews for the Collections function are completed at appropriate intervals. Maintain and fulfill effective contact and forbearance strategies in line with agreed business requirements, supporting customers and complying with regulatory requirements. Support and operationalize transformation and service modernization initiatives. Combine knowledge, experience, and expertise from the regulated and unregulated business to create an efficient operating model that delivers market-leading and compliant outcomes for customers, colleagues, and stakeholders. Qualifications Essential: Strong and relevant financial services industry knowledge, specifically within Collections and Recoveries. A proven track record of successful delivery against a balanced scorecard of operational targets in a fast-paced environment. Ability to operate at Board level, with strong stakeholder management and the ability to matrix manage. Significant leadership experience. Experience of operating in a regulated environment and delivering operational processes, Collections and Recoveries strategies with due governance and oversight. Experience of leading a high-performing front-line customer operation.
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