You'd be responsible for overseeing all customer operations after funding, with a focus on collections performance, arrears management, customer servicing, process efficiency, compliance, and operational controls.
Key Responsibilities
Collections Operations Management
- Manage all post-funding operational processes across the customer lifecycle.
- Oversee collections activities from early-stage arrears through to default management.
- Ensure collection strategies are executed effectively and consistently.
- Monitor arrears performance and implement actions to improve collection outcomes.
- Manage payment arrangements, hardship cases, settlements, and account rehabilitation processes.
- Coordinate with external collection agencies, legal providers, and recovery partners where applicable.
- Ensure timely escalation of delinquent accounts in accordance with company policies.
Customer Account Servicing
- Own operational processes relating to funded customer accounts.
- Oversee account maintenance, payment processing, amendments, restructures, settlements, and account closures.
- Ensure customer enquiries and post-funding requests are handled efficiently and professionally.
- Drive high standards of customer service while balancing commercial objectives.
Operational Controls & Compliance
- Ensure all collections and servicing activities comply with regulatory requirements, internal policies, and customer treatment standards.
- Maintain appropriate controls, audit trails, and documentation across all post-funding activities.
- Monitor operational risks and implement corrective actions where required.
- Support regulatory audits, compliance reviews, and internal audits.
Process Improvement
- Identify operational inefficiencies and implement improvements.
- Develop and document standard operating procedures (SOPs) for all collections and servicing functions.
- Leverage technology and automation opportunities to improve productivity and customer outcomes.
- Work closely with technology and product teams to enhance collections systems and workflows.
Performance Monitoring & Reporting
- Produce and maintain collections and servicing performance reports.
- Monitor key performance indicators including:
- Provide regular reporting and recommendations to senior management.
Team Leadership
- Manage and develop collections employees.
- Set performance objectives and monitor productivity.
- Coach team members on collections best practices, compliance requirements, and customer interactions.
- Foster a performance-driven and customer-focused culture.
Stakeholder Management
- Ensure smooth handoffs between origination and post-funding operations.
Skills & Experience Required
- 5-7+ years' experience in collections, loan servicing, or lending operations.
- Experience managing post-funding customer operations within a lending, consumer finance, SME lending, or fintech environment.
- Strong understanding of collections processes and arrears management.
- Knowledge of regulatory requirements relating to collections and customer treatment.
- Experience creating and improving operational processes.
- Strong analytical and reporting capabilities.
- Excellent stakeholder management skills.
- Proficiency with CRM, collections, and loan management systems.
- Experience managing outsourced collections partners.
- Experience implementing collections technology or workflow automation.
- Experience within regulated lending environments.
- Team leadership experience.
Strategic Growth & Portfolio Scaling
- Develop and execute a collections strategy that supports the projected growth of the loan portfolio, with new investments
- Implement portfolio strategies to ensure collections activity is aligned to risk profiles, arrears stages, and customer circumstances.
- Monitor and enhance processes to support growth.
- Review and enhance collections systems, workflows, and automation capabilities to improve efficiency as account volumes increase.
- Work closely with the COO, Risk, Finance, and Operations teams to model the operational impact of portfolio growth and ensure sufficient controls are in place.
- Maintain portfolio quality by balancing growth objectives with arrears management, customer treatment standards, and recovery performance.
