Head of Collections

Head of Collections

Base Salary £65,000 – £70,000 + Bonus/Benefits

Rotherham / Sheffield

CCR is supporting a fast-growing Financial Services provider in North Yorkshire (office based) the position will sit alongside the Contact Centre Manager, and you will also be implemented new procedures and methods relating to collections strategy. You will lead the development and implementation of our overall collection’s strategy, with proven oversight and delivery of collections strategy within a customer contact operation. You will oversee the day-to-day operations of our client’s consumer collection’s function, ensuring efficient processes and systems are in place. Your leadership will inspire and motivate a high-performing collections team, driving continuous improvement and delivering outstanding customer outcomes.

Day to day:

• You will be a key member of the Credit & Fraud Risk team, responsible for building and executing data-driven, customer-centric collections strategies
• You will combine deep domain expertise in collections with advanced analytics and a strong commercial mindset to balance recoveries, customer outcomes, and regulatory expectations
• Contribute to the design and tuning of collections decision engines, real-time rules, and workflow automation
• Build and maintain recovery forecasts, input into provision modelling, and partner with Finance to assess vintage loss curves and recovery waterfalls
• Ensure collections strategies comply with FCA rules, Consumer Duty, vulnerable customer frameworks, and internal audit standards

Key Responsibilities

• Collections Operations: Oversee daily operations, ensuring efficient processes and systems. Lead, mentor, and motivate the collections team to achieve high performance through regular performance reviews and constructive feedback.
• Strategic Leadership: Develop and implement the overall collections strategy for unsecured finance, aligning with the organisation’s goals.
• Training and certification: Work with the HR / Training / Quality Assurance team to promote high levels of education and competence among all collection’s agents
• Consumer Duty and Fair Treatment: Ensure all collections practices align with Consumer Duty principles, focusing on fair treatment of customers. Develop training programmes to enhance the team’s skills in collections best practices and regulatory compliance.
• Risk Management: Collaborate with credit and portfolio management teams to assess and mitigate risks associated with our finance contracts.
• Reporting and Analysis: Prepare and present regular reports to senior management on collections performance, trends, and forecasts, utilising data analytics to drive decision-making.
• Process Improvement: Identify opportunities for process enhancements and automation, staying abreast of industry best practices and regulatory changes.
• Values and Principles: Promote the organisation’s values, serving as a role model and fostering a culture of accountability and respect.