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This role will be responsible for the design and optimisation of end-to-end collections and recoveries strategies across all portfolios. It will own the strategy governance routines, develops product/portfolio-specific strategy plans, and partners across the business to deliver fast and safe change that balances customer outcomes with commercial performance.
Job Responsibility:
Design and optimisation of end-to-end collections and recoveries strategies across all portfolios
Own the strategy governance routines, develops product/portfolio-specific strategy plans
Partners across the business to deliver fast and safe change that balances customer outcomes with commercial performance
Design, document and test strategy changes
Build and maintain monthly plans and the framework
Oversee implementation quality and readiness
Define strategy KPIs/KRIs and ensure MI gives clear a view of conduct, credit and operational risk
Lead the analysis of performance trends, root causes and customer outcome evidence
Support the ownership governance routines for strategy, policy and process
Maintain clear audit trails and decision logs
Ensure alignment to risk appetite and Consumer Duty
Embed vulnerability and fair value considerations
Lead external benchmarking and horizon scanning
Requirements:
Strong collections and consumer duty experience within UK retail banking
Experience in collections strategy design
Strong command of governance, control frameworks and risk appetite in a Line 1 environment
Skilled in translating data/MI into strategy decisions
Confident in influencing senior stakeholders and Exec
Proven track record designing and delivering multi-portfolio collections strategies
Deep understanding of forbearance tools, contact strategies and customer outcome testing
Experience leading change (requirements, testing, implementation, PIR) and operating robust change control
Excellent written and verbal communication, including committee/pack writing and clear rationale setting
Ability to set direction and coach others
Nice to have:
Understanding of the importance of customer care
Knowledge of both secured and unsecured collections
Working knowledge of SAS/SQL and decision systems to guide design and testing (hands-on ability advantageous)
Leading a team
What we offer:
28 days holiday a year plus bank holidays and a holiday buy/sell scheme