About the role
Our recently established Financial Difficulty & Vulnerability function are looking for a Senior Manager: Collections Strategy & Performance to join them.
This critical new role will lead the development and oversee the execution of end to end collections and recoveries strategies across the group’s secured, unsecured and SME portfolios. It will ensure that strategies effectively balance customer, commercial and regulatory outcomes and support the Group’s member first purpose.
The role holder will collaborate with colleagues across the enterprise and lines of defence to drive continuous improvement in Collections strategy effectiveness, reduce impairments and critically and continually improve customer outcomes as well as meet the relevant CONC, MCOB and Consumer Duty Standards.
Other responsibilities will include the design and delivery of robust collections and recoveries strategies for secured products (including Closed Book accounts), unsecured consumer products and SME banking products. Establishing/enhancing portfolio KPI’s and appropriate oversight forum to enable continuous monitoring of Collections Strategy performance across pre-delinquency, early arrears, late arrears and recoveries will also be important.
The role will establish a control framework to ensure strategies continue to meet evolving regulatory standards and guidance, as well as a framework for maintaining robust documentation around strategy governance and act as Collections SME for 3 Lines of Defence and internal stakeholders.
Benefits:
1. Private medical and health screenings
2. 28 days holiday a year plus bank holidays and a holiday buy/sell scheme
3. Annual discretionary bonus scheme
4. Personal pension with matched contributions
5. Maternity, paternity and shared parental leave
6. Extensive wellbeing support
7. Life assurance (6 times annual salary)
Find out more about the fantastic benefits of joining Coventry Building Society
This role can operate from either our Head Office campus in Coventry or our Manchester office but as a Group role, travel to both locations will be required. A team-led hybrid working arrangement is in place.
About you
For this role you’ll have a passion for supporting customers, driving transformation and continuous improvement in customer experience through effective collaboration with colleagues. A champion for diversity, you are someone who values a range of views and inputs in order to find the most inclusive solution to a problem. You’re an empathetic, flexible and pragmatic leader, able to build relationships at all levels and create a shared need to improve customer outcomes
To be successful in this role it’s essential you have:
8. Current senior leadership experience in financial services
9. Mortgage, collections and / or unsecured lending experience
10. In-depth experience of working with regulatory requirements related to vulnerable customers
11. Customer vulnerability and risk management experience
12. Credibility and the ability to engage with, persuade and influence a wide range of stakeholders.
13. A proven track record in policy development, process improvement, and stakeholder engagement.
Desirable experience will be:
14. Experience in leading cross-functional teams and implementing strategic initiatives.
15. Influencing beyond direct line management responsibilities
About us
We’re one of the largest building societies in the UK and we share a mutual goal across our branches and our offices to improve the lives of others.
We’re officially recognised as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing.
At the beginning of the year, The Co-operative Bank officially became part of our Group. Together, we have shared values and an ethical approach towards our members, customers, and colleagues.
We’re serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.
All together, better.
Flexibility and why it matters
We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.
Proud to be a Disability Confident Committed Employer
We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.
Location
Manchester