Head of Collections and Recoveries

Head of Collections and Recoveries you will be reporting to the Group Operations Director leading a highly efficient and effective regulated and unregulated Customer Collections and Recoveries function. You will be embedding a culture of success that delivers for customers, colleagues, stakeholders, investors, regulators and communities by implementing an appropriate range of strategies, plans and operational levels that lead to sustained measurable success.

As a Head of Collections and Recoveries you will be:

• Delivering against operational plans so that the business can reach its strategic objectives, creating a customer centric culture and delivering good outcomes for customers.
• Managing across the Collections and Recoveries Operations function balanced scorecard demonstrating appropriate customer outcomes are delivered and financial, regulatory and business targets are achieved within risk appetites.
• Ensuring adherence to Credit Risk management controls, frameworks, and parameters
• Having functional responsibility to ensure that annual letter reviews for the Collections function are completed at appropriate internals
• Maintaining and fulfilling effective contact and forbearance strategies in line with agreed business requirements which supports customers and complies with regulatory requirements
• Supporting and operationalising transformation and service modernisation initiatives
• Combining the knowledge, experience and expertise from the regulated and unregulated business to create an efficient operating model which 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, Strong stakeholder management and the ability to matrix manage
• Significant leadership experience
• Experience of operating in a regulated environment and in 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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