Operations Director – Credit & Collections (Scotland)
Location: Glasgow (Hybrid working options available)
Employment Type: Full-time, Permanent
Salary: Competitive + Performance Bonus + Benefits
Industry: Credit Management / Financial Services / Debt Recovery
An established and reputable organisation in the credit and collections sector is seeking an experienced Operations Director to lead its operational functions, with a strong focus on collections and recoveries. This senior leadership role requires a dynamic and strategic professional who can drive performance, ensure regulatory compliance, and lead operational excellence across multiple teams and functions.
Role Overview
The Operations Director will be responsible for setting and executing operational strategy across the collections lifecycle — from pre-delinquency through to recoveries. This includes leading high-performing teams, managing performance against key metrics, improving efficiency, and ensuring compliance with regulatory standards. The successful candidate will play a key role in shaping the future direction of operations and contributing to wider business strategy.
Key Responsibilities
* Lead and develop teams across collections, recoveries, and operations support
* Set and manage KPIs for collection performance, delinquency, cure rates, cost per account, etc.
* Use data and analytics to monitor trends and take corrective action where needed
* Ensure full compliance with regulatory frameworks, including consumer credit and data protection laws
* Drive operational efficiency through process improvement, automation, and resource optimisation
* Manage vendor relationships, budgets, and risk within the operations function
* Foster a culture of ethical conduct, customer fairness, and continuous improvement
* Participate in strategic planning and leadership discussions at senior level
* Recruit, develop, and retain high-calibre operational talent
Essential Skills & Experience
* 7–10+ years in senior operational leadership roles, ideally within credit, collections, or financial services
* Proven success managing end-to-end collections and recoveries operations
* Strong leadership and performance management skills across diverse teams
* Excellent understanding of operational KPIs, financial controls, and data analytics
* Demonstrated experience in improving processes, leveraging technology, and managing risk
* Sound knowledge of relevant regulatory environments in the UK (FCA, data protection, etc.)
* Strong stakeholder management and communication skills
Desirable Attributes
* Experience working with external collection agencies or legal recovery partners
* Familiarity with operational metrics such as DSO, cure rate, bad debt, and cost per account
* Background in managing or implementing technology solutions in the collections space
* Qualifications in Business, Finance, or Risk Management are a plus
What’s on Offer
* Competitive base salary (commensurate with seniority and experience)
* Performance-based bonus linked to KPIs and business outcomes
* Pension scheme and comprehensive benefits package
* Flexible/hybrid working opportunities (role dependent)
* Opportunity to make a strategic impact in a growing and well-regarded organisation
How to Apply
Please apply below or if you want to find out more information about this role, please contact Nicola at nmccuaig@weareninetwenty.com
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