Collections Manager

Do you have a strong understanding of Collections and Recoveries within consumer credit or retail finance? Our client is seeking an experienced Collections Manager to join their growing organisation on a permanent basis. This is an excellent opportunity to be part of an innovative business delivering forward-thinking credit solutions in Basingstoke, Hampshire. The Collections Manager will be responsible for managing the end to end collections process delivering a first class service to the customer. The role will also include managing external debt collection agencies and debt sale partners. The Collections Manager will be leading a team of Collections Agents, ensuring strong recoveries metrics are achieved. This is an office based position working Monday to Friday, 37.5 hours per week. Key duties:

• Management & oversight of Collections Strategies, external Debt Collection Agencies and Debt Sale partners. Resource & capacity management to ensure collections SLAs are achieved
Dialler management, adapting to inbound/outbound contact rates
• Oversight of collections KPI's and dashboards, ensuring performance is within appetite Drive new initiatives to improve arrears management processes including customer vulnerability and forbearance. Managing a team of 6 FTE to deliver good outcomes for those in financial difficulty QA and call monitoring of team Preparing performance packs and updating senior stakeholders within the business Debt sale contract management Required skills: Experience of managing collections team in contact centre environment within Financial Services industry Experience of managing multiple DCA and debt purchaser relationships Strong knowledge of collections and arrears recoveries processes in relation to consumer credit, and Consumer Duty obligations Experience of managing customers in financial difficulty, including vulnerability and forbearance management Excellent leadership skills, working with multiple
business stakeholders, influencing decisions, and driving projects forward
• Strong ability to identify KPI's, and help create dashboards to improve performance Experience of presenting performance updates and strategies to the Senior Leadership team Understanding of complaints management, as well as the Financial Ombudsman Service Contract and debt sale tender process management Experience in incident management, and forming customer remediation strategies Strong communication skills with track record of motivating teams and driving increased productivity