Job Description As a Contact Strategy Manager, you will be responsible for the effective execution of all outbound contact campaigns (text / SMS, outbound dialler) generated within the Servicing and Collections & Recoveries teams. Working closely with the Workforce Planning Manager to ensure that campaigns are completed in line with requirements, whilst optimising operational resources. You will also work with Credit Risk and the Operational teams to monitor campaign performance and provide insight into the strategy effectiveness as well as proposing and delivering enhancements As a Contact Strategy Manager, we are looking for someone to: Deliver and optimise operational contact strategies Management of intra-day and intra-month strategy execution Manage outbound contact pacing and timing to ensure Operational SLAs and Contact Strategy requirement are met; balancing outbound activity with inbound call spikes, working with capacity management colleagues to deliver optimal service levels and right party contacts Collaborate with ops teams and credit risk to improve the effectiveness of outbound strategies, maximise contactable populations and devise alternative contact strategies for non-responding segments of the loan book Identify, create & oversee tactical campaigns to deliver against short-term strategic goals to optimise loan book performance and minimise potential portfolio risk (e.g. ECL charges, ineligibility triggers). Maintain the reputation of the firm and deliver appropriate customer and business outcomes by championing high standards of conduct and delivery Ensure adherence to Credit Risk management controls, frameworks & parameters (arrears management standards), legal and regulatory rules and relevant conduct policies and procedures. Combine the knowledge, experience and expertise from the regulated and unregulated businesses to support efficient operating model which delivers market leading, and compliant, outcomes for customers, colleagues and all stakeholders