Head of Collections Job at Admiral Group Plc

Job Description

Admiral Money is entering an exciting phase of growth, and we’re looking for an experienced, forward‑thinking leader to head up our Customer Payment Support (Collections & Recoveries) function. This is a senior leadership role with accountability for shaping and delivering the CPS strategy as the business scales—balancing strong core collections performance with innovation, automation and smarter customer support. You’ll lead the evolution of our collections approach, embracing new technology and data‑driven insight to support customers, empower colleagues and meet regulatory and commercial objectives. As a key member of the COO Senior Leadership Team, you’ll work closely with Finance, Pricing, Data, Credit & Financial Risk, Operations and Technology to deliver at pace, with strong stakeholder engagement and alignment. We’re looking for a charismatic, customer‑centric and commercially astute leader who thrives in a test‑and‑learn environment and isn’t afraid to try new ideas. This is a pivotal role in a close‑knit, ambitious business—offering the opportunity to make a real impact as Admiral Money continues to grow and mature.

Job Responsibility

Leadership, People & Relationships: Strategic planning combined with strong stakeholder management skills to influence and challenge senior stakeholders across the UK business
In collaboration with the Product, Digital & Operations teams, develop bespoke customer journeys and to enhance customer experience of ADMIRAL MONEY customers across these functions
Maintain relationships with departments and designated project stakeholders across the wider Group, building cross-departmental understanding & collaboration to ensure deliverable plans and upward reporting of any issues
Ensure the team are appropriately supported, trained, and developed, including conducting regular one-to-ones and performance reviews
Building the Business & Data: Lead Admiral Money CPS function
define strategy across the full Arrears lifecycle (Pre, Early, Late, Debt Sale) and lead execution across all lending products ensuring optimising the balance between automation and human interaction
Optimise process and systems to manage customer journeys, taking into consideration customer segmentation strategies for different customer needs e.g. vulnerable customers
Play a key support role in the overall Admiral Money business, shaping and delivering the vision and strategy for the customer facing COO teams
Identify continuous improvements and innovation opportunities, harnessing knowledge, creativity of the team, third party suppliers, external and internal insights, and others from across the business to support customer and business needs
Monitor and develop management information and other sources of feedback
Develop data-driven business case assessments to test hypotheses quickly and ensure we are optimising our change investment to deliver maximum value
With Analytics, Design & Deliver Scoring / Analytics models to enhance strategies: Customer Scorecards & Triggers (early warning), Identify & deliver automation opportunities, Define & deliver 'Next Best Action' Strategy
Commercial Focus & Financials: Strong Knowledge of P&L performance and the role CPS must play – understand key levers through increasing sales, balances, and retention, with loss performance and expense ratio performance
Responsible for customer engagement, satisfaction and focus on delivering positive customer outcomes
Supports annual budget setting, monthly reporting against budget and overall prudent budget control
Ensure clear consideration and balance between customer experience vs income performance
Risk Management: Collaborate with Pricing/Credit Risk to support with driving maximum footprint and competitiveness
Demonstrate expertise in the wider regulatory and industry environments
Ensure that all risk events are reported, and that risks are appropriately identified and managed

Requirements

A proven track record for leading, mentoring and motivating a high-performance team to deliver great business results with an ability to both build and execute on a strategy successfully
Expert in Arrears process and models incl. customer engagement strategy & automation. Experience in Keep / Buy / Sell strategies for Collections and Recoveries
Drive the use of data, MI, and analytics to develop deep insights into the customer, ensuring key decisions are data driven and turning insights into actionable recommendations and execution
Leading fast paced delivering teams
expert stakeholder management (both internal and external) and cross functional communication skills
Results driven and commercially aware
A proactive and positive mindset orientated towards continuous improvement and test and learn, embracing new ideas
Strong digital/technology awareness – working with the Head of Digital/Technology to assess and develop digitisation opportunities to determine where they could be cost effectively utilised to improve performance, customer service and/or reduce costs
Awareness of project management and risk and control mechanisms
Budgeting and Financial planning
Develop a culture of audit, quality control, and compliance and with advice sought from the Head of Compliance, ensuring that all aspects Governance are managed
Experienced in debt selling
Present at Board level

Nice to have

Experience at a senior level within a cross-functional or fast-growing business area
Experience managing complex projects or programmes
Experience managing external relationships, including some contract negotiation
Proven successful track record of managing, mentoring, and coaching
Previous involvement in strategy or product development
Strong technology awareness at a sector level

What we offer

Up to £3,600 of free shares each year after one year of service
33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays)
Option to buy or sell up to an additional five days of annual leave
Financial & Mortgage Advice
24-Hour Ecare
Cycle to Work Scheme
Annual Holiday Allowance
Flexible Working
Simply Health
Private Health Cover
Critical Illness Cover

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Head of Collections

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