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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