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Director of Collections & Recoveries
£110500-£120000
Monzo Bank Limited, Plumstead Common, Greenwich
- Remote working
- Full time
- Permanent
Posted 2 days ago, 27 Jul
Job ref: 8adc94a726d0405eaad284f507c096f4
Full Job Description
You will report directly to the Senior Director of Specialist Services, and lead the Financial Health operations team. The team is ensuring customers are responded to in a timely manner and supported with their requests for support whilst in financial difficulty with Monzo borrowing through payment and forbearance options. You will partner with borrowing, tech and credit risk leadership to deliver on a robust financial health strategy, balancing good customer outcomes whilst mitigating credit loss. This includes the whole arrears lifecycle, including pre-arrears, collections and recoveries, and across all our lending products, Loans, Overdrafts, Flex and any new initiatives the Borrowing team launches.
At Monzo we are committed to delivering exceptional customer experiences through intuitive product design, and we want to apply the same philosophy to how we support customers in Financial Difficulties. You will manage a team of senior managers, operational managers and collections managers to ensure daily we are delivering experiences that deliver better customer outcomes.
You'll play a key role by...
Leading an operations Financial Health team to respond to customer chats, calls and emails in a timely manner and within our high quality standards delivering good customer outcomes each time
Ensuring operational teams are supported through excellent training and coaching to deliver the best service possible
Navigating the complex regulatory landscape, ensuring we remain without our risk appetites and comply with regulation
Owning our Collections and Recoveries quality assurance and controls under defined regulatory frameworks
Work with the strategy team to deliver and execute recoveries strategies
Leading the Financial Health Operations Strategy linking to Monzo's values of 'Making Money Work for Everyone'
Collaborate across wider Monzo Operational domains to share best practice
Achieve the high standards of our service metrics and prepare and present risk appetite metrics to relevant Monzo committees
Work side by side with the Borrowing Leadership team across collections and recovery strategies which drives Monzo's overall borrowing strategy
You have deep experience in leading collections & recoveries operations for a regulated lender
You have lead collections and recoveries operations through transformation, whilst maintaining strong service
You have a strong understanding of the role a robust collections & recoveries business plays within the credit risk and operations strategy of a lending business
You have deep knowledge of UK consumer credit regulations
You have track record leading analytical and product teams
Are comfortable working in a fast-moving and changing company
Cardiff, London or Remote (UK)
We're on a mission to make money work for everyone.
We're waving goodbye to the complicated and confusing ways of traditional banking.
After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.
With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!
We're not about selling products - we want to solve problems and change lives through Monzo ️
Hear from our UK team about what it's like working at Monzo
London, Cardiff or UK Remote | £110,500 - £120,000 + Benefits | Hear from the team
Our Financial Health team
£110,500 -£120,000 share options.
This role is UK remote based or can be based from our London or Cardiff Office.
We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
£1,000 learning budget each year to use on books, training courses and conferences.
We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.
Plus lots more! Read our full list of benefits.