Contact Strategy Manager

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

Qualifications

Essential

• A detailed understanding and experience of industry standard collections strategies and outbound delivery mechanisms
• An Ability to adapt approach quickly (i.e. intra-day) in the face of operational realities (e.g. inbound call spikes, short term resource challenges) to deliver a consistent strategy
• Strong knowledge of regulatory guidelines in relation to outbound contact such as OFCOM, CONC and MCOB
• Experience of operating in a regulated environment and in delivering operational processes and strategies with due governance and oversight. Strong & relevant financial services industry knowledge within Collections and Recoveries

If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.]]>