Collections Strategy Manager
Operations, UK - Remote
Overview
We are looking for a Collections Strategy Manager, to lead the design, implementation and optimisation of our collections and recoveries strategies across all stages of account delinquency.
This is a critical role, driving performance improvement whilst ensuring regulatory compliance and delivering fair customer outcomes in line with FCA expectations.
As a successful Collections Strategy Manager, you will be self-motivated and have proven experience in driving optimum performance levels across the varying stages of delinquency from early arrears to post defaulted accounts.
You will be responsible for analysing the performance of the end to end arrears strategy, including arrears communications and their success rate and trialling new strategies to optimise the customer response and cure rate, whilst working closely with the Operational teams to ensure the required headcount is aligned to any improved strategy..
You will have strong analytical and problem solving skills with the ability to analyse complex data and identify improvement opportunities and implement the required change, throughout the collections and recoveries workflow.
You will have proficiency in working with all stages of consumer credit arrears accounts and engaging with and managing third party specialist agencies, such as DCA's, Litigators and Debt Purchasers.
You will be adept at communicating complex concepts to both technical and non- technical stakeholders and have the ability to engage effectively with senior business leaders where necessary.
Strong people and project management skills with the ability to prioritise tasks, meet deadlines and manage multiple projects simultaneously are a must.
Excellent communication skills, both written and verbal with the ability to develop comprehensive collections communications to successfully engage with our customer base.
Fully abreast of FCA regulatory requirements.
Key responsibilities
* Analyse the current strategy and implement changes where areas of improvement are required, ensuring all process and policy changes are updated accordingly and in a timely fashion, after appropriate change sign off has been sought.
* Develop and optimise segmentation models, treatment paths and decision trees across each arrears bucket.
* Use internal and external data to analyse arrears trends, customer behaviour and strategy effectiveness.
* Identify gaps and weak areas and Initiate change requirements where required to implement changes to the current processes based on analysis of desired outputs.
* identify and test new tools and processes (eg contact strategies, digital journeys, AI in collections. Agent scripting and training to enhance collections effectiveness.
* Oversee the performance of external collections Agencies and manage the panel strategy.
* Act as a subject matter expert on collections and recoveries and provide guidance to stakeholders on strategy implementation and execution, dependent on results.
* Define cost effective processes that align with Consumer Duty requirements and create smooth customer journeys and good customer outcomes in all instances.
* Ensure all processes are documented effectively in easy to understand language and regularly re-visited and adapted in line with business changes.
* Raise any emerging risks to the relevant department Heads, along with proposed solutions to mitigate them.
* Stay updated on industry trends, emerging technologies and regulatory changes that may impact business processes.
* Provide regular business updates on portfolio performance, campaign progress and initiatives for improvement.
Your skills & experience
Essential
* 5 + years Financial Services collections and recoveries experience, ideally within a Consumer Credit environment.
* Excellent analytical skills, with the ability to identify trends and implement change where necessary, to enhance the performance of all arrears activity.
* Ability to work under pressure and meet deadlines.
* Excellent Knowledge of consumer credit regulation and compliance requirements in the UK.
* Excellent communication skills, able to communicate complex concepts to all stakeholders
* Experience of working with TP debt collections agencies,
* Excellent attention to detail and a commitment to delivering high quality work.
* Proven experience in building, testing and refining collections strategies, using segmentation and analytics.
* Able to work collaboratively and independently.
* Able to influence key stakeholders at all levels of the organisation
* Strong knowledge of MI, risk indicators and performance reporting
Desired
* Experience of working with AI and digital collections tools, omni channel strategies or machine learning applications in arrears management
* Familiarity with consumer vulnerability frameworks and support journeys.
* Experience in sub prime lending standards.
About us
Ahoy there We're Moneyboat, a UK-based direct lender that provides consumers with short-term loans from £200 to £1,500. We started our journey in 2014 with a vision to make a mark as a company that puts transparency, affordability, and quality service at the heart of everything we do.
We know the value of flexibility, creativity, and innovation in today's fintech space, and we work hard to create and deliver best-in-class experiences that support our customers and give them the confidence they need to live life to the full.
Vision, Mission & Values
Our vision, mission & values are what drive the amazing work we do.
From the decisions we make to the actions we take, they form the foundations of Moneyboat's brand & strategy.
Our vision describes our view of the world because of Moneyboat. It's the way we want it to be and the reason we keep going, even if times might seem tough.
Empowering Financial Confidence, with Seamless, responsible, and innovative financial solutions.
When people have access to the financial resources and knowledge that are right for them, we know they can do great things. We exist to help them get access to a solution that's right for them, even when others might have refused to help.
Our core set of values are what we hold to be true, no matter what. We have four core values here at Moneyboat, Accountability, Care, Diligence and Collaboration.
Our vision, mission, and values guide everything that we do. They're the fundamental "pillars" of our company that make us who we are, and help to ensure that anyone we interact with (internal or external) remembers Moneyboat, what we do, and what we stand for.
Employee Benefits
* Remote working
* Time-off on Birthday
* Wellbeing days
* Gym benefits
* Childcare benefits
* Salary sacrifice scheme
* Health cash plan
* Access to learning platform
* Professional subscription benefits
* State of the art equipment