Head of Collections & Recoveries
Full time permanent position based in Milton Keynes
Salary: £75,196 - £88,468 dependant on experience
Benefits: 27 days holiday plus bank holidays, generous bonus, Fuel card, pension scheme, private medical, two different company car schemes to choose from, discounted loan car for 2 family members, hybrid working model, and so much more!
Closing Date: 3rd March 2025 - please note this advert may close early if we receive a high number of applications.
Are you an experienced leader with a passion for driving customer-centric solutions and operational excellence within a heavily regulated environment?
At Volkswagen Financial Services, we are seeking a dynamic Head of Collections & Recoveries to lead our Collections & Recoveries department. This is a senior leadership role, responsible for overseeing the strategy, performance, and continuous improvement of our collections and recovery operations, ensuring the delivery of good customer outcomes, whilst maintaining strict compliance to regulatory standards. Reporting directly to the Customer Operations Director, you will be responsible for providing leadership to a large team of Collections and Recoveries executives as well as our outsourcing partners.
Based in Milton Keynes, Volkswagen Financial Services has been recognised as one of the best places to work in the UK, providing finance and insurance services to customers across the entire Volkswagen Group within the UK, which includes some of the world's most iconic automotive brands.
What You will Do:
* Lead the Collections & Recoveries teams and outsourced partners, accountable for key performance metrics; productivity, quality, team performance service and cost, enabling the delivery of consistently good customer outcomes.
* Enhance our arrears management and vulnerable customer strategy, leveraging technology and new ways of working that drive improvements in customer experiences and support improvements in accessibility and financial inclusion.
* Overall management and accountability for a wide range of outsource suppliers ranging from white label services to litigation and probate services.
* Act as a point of escalation when dealing with some of VWFS's most complex customer cases to ensure the right outcome is achieved.
* Lead Collections and Recoveries performance and delivery against identified KPIs and KRIs (Key Risk Indicators), developing an effective operational leadership team that delivers results through engaged employees.
* Drive improvements in efficiency and customer experience with a high focus on quality and good customer outcomes.
* Work closely with senior leadership teams to influence business strategy and ensure customer-centric practices across departments.
* Maintain strong relationships with key stakeholders, ensuring smooth collaboration and driving improvements in collections and recoveries processes.
* Be a member of the Customer Operations Senior Leadership Team, collectively taking responsibility for the running of the whole department.
Key Requirements:
* Strong leadership experience within Collections & Recoveries or a similar regulated customer operations environment.
* Proven track record of successfully managing outsourced supplier relationships, including litigation, debt recovery, and repossession services.
* Strong understanding of financial management, including budget oversight and performance metrics.
* Deep knowledge of relevant regulatory requirements and experience operating within the Financial Conduct Authority (FCA) and Consumer Duty frameworks.
* Experience of leading cross-functional teams and managing large-scale operational change.
* Demonstrated ability to inspire, motivate, and develop a large team (multi-site), fostering a collaborative and high-performance environment.
* Ability to lead multiple high priority initiatives while setting clear expectations and maintaining high levels of resilience.
* Excellent communication, influencing, and stakeholder management skills.
What We Offer:
* The opportunity to lead a fast-paced operational environment, directly influencing good customer outcomes.
* A supportive environment where leadership expertise is encouraged to drive continuous improvement initiatives.
If you are a customer-centric and inspirational leader with experience in collections, recoveries, regulatory compliance, and are passionate about leading teams to deliver superior customer outcomes, we would love to hear from you!
If you would like to discuss this role prior to applying, please contact us.
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