Job Description
Perch Group are searching for an Implementation Manager.
At Perch Group, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.
Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.
The Implementation Manager plays a critical role in ensuring the smooth transition and operational integration of newly acquired debt portfolios. This role involves several key responsibilities and requires a blend of project management, analytical, and communication skills.
💵 £45,000 + up to 20% of your annual salary, paid as a bonus.
📍This role is based at our Blackpool office. We offer hybrid working options.
About Our Team
Perch Group houses data-driven services spanning the entire debt lifecycle, including BPO services, debt collection, debt purchase, reconnection, and litigation services.
Your closer team will include Implementation Managers and Administrators, with you being led by the Lead Client and Implementation Manager. You will most often work with the Data and Analytics departments and the Operational areas of the organisation.
You'll make a major contribution by …
* Efficiently implementing new portfolios and successfully onboarding new clients. Concentrating on the areas of activity that fall outside pricing and Data but working closely with the Investment Director, Chief Operations Officer, the Operational Teams and the Head of Systems and Architecture. This means a full implementation of new clients across the business including collections strategies, dispute process, complaints processes embedded etc.
* Holding all areas of the business and external third parties to account in relation to deadlines and delivery in support of the above.
* Providing a high level of influence over internal colleagues in the Data and Analytics Team and Operational areas involved in implementation and onboarding.
* Holding punctual, well prepared internal meetings with Directors and Senior Managers in relation to the implementation and onboarding of new portfolios and servicers. Also, with external third parties.
* Proactively seeking out issues/risks and taking responsibility for resolution/mediation.
* Ensuring accurate recording of actions and prompt circulation of minutes/actions and implementation project plans. Holding colleagues to account where delays are apparent.
Risk
* Using FCA knowledge to apply compliance standards to areas of operation and third-party data/conduct, identifying potential and actual risks and reporting same to Compliance.
* Taking an active part in any remedial activity/process amendments necessary to mitigate risks.
* Identifying gaps where new exception reports are required.
Processes
* Embedding of new clients & required minimum standards and requirements across the business.
* Analysing portfolio content to ensure that it matches the bid and is ready to be processed by the Data Team.
* Satisfying internal controls and process requirements, e.g., change requests, SOPs and process maps.
* Satisfying regulatory requirements, e.g., NoAs, CCA remediation, vulnerable customers.
You should apply for this role if you have…
* A good working knowledge and understanding of the application of FCA and SRA regulation, with particular regard to TCF.
* Excellent communication skills, to Board/Non-exec level, with both third parties and internally.
* The ability to review and interpret contracts, schedules and service agreements; amend wording where necessary, working with the COO.
* The ability to identify, report and mitigate risks.
* High level of computer literacy coupled with analytical skills and various approaches to problem solving.
* The ability to work effectively with technical experts; both internal and third-party.
* Working SQL Knowledge.
* Strong organisational skills.
* The ability at managing own time (and that of others) in respect of varying workloads to meet external and internal deadlines.
* The ability to work to constantly changing priorities.
* Advanced Excel skills; sophisticated report production and robust folder organisation.
The Application Timeline
* A first stage video call with the internal recruitment team (15-minute call)
* A second stage call with the hiring manager (15-minute call)
* A face to face or video call with the hiring manager (45 minutes- 60 minutes)
Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application asap to avoid any disappointment.
If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.
If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email recruitment@perchgroup.co.uk.
What’s In It For You
💵 £45,000 + up to 20% of your annual salary, paid as a bonus.
📍This role is based at our Blackpool office. We offer hybrid working options.
⏰ 37.5 hours per week. We offer flexible working hours between our core hours of 8am- 6pm, Monday to Friday.
The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation.
➕ And many more benefits to support your wellbeing and professional development.
We are an equal opportunities employer
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
At Perch, our strength lies in our team, their enthusiasm, and their passion for the business. Whether you’re looking to gain foundational skills in financial services, have a knack for customer service, or seek to expand your horizons, we likely have the perfect opportunity for you.