Summary
As a Collections Strategy Optimisation Manager, you’ll take ownership of shaping how we engage and support customers across the full collections journey. You’ll design and evolve strategies that improve recovery performance, reduce credit losses and ensure every customer interaction is fair, compliant and aligned to their individual circumstances. You’ll lead a team responsible for developing and continuously refining segmentation, contact strategies and treatment paths across pre‑collections and all stages of arrears, using analytics, testing and performance insights to optimise decisioning and introduce new technologies. Working closely with risk, data science, operations and customer experience teams, you’ll identify trigger points for non‑payment, differentiate between customer needs such as “can’t pay” and “won’t pay”, and ensure the right interventions are in place. Alongside this, you’ll drive strong governance and regulatory compliance, while embedding a culture of accountability, innovation and continuous improvement within your team.
Must haves
* Proven experience in collections, credit risk or receivables management
* Strong track record of developing and delivering collections strategies
* Experience managing and developing high‑performing teams
* Strong analytical and data‑driven decision‑making capability
* Solid understanding of regulatory requirements in collections and debt recovery
Other competencies
* Experience within telecommunications or a high‑volume consumer business
* Technical skills such as SQL or data querying tools, plus data visualisation
* Knowledge of statistical modelling and A/B testing approaches
* Understanding of the full credit lifecycle and customer segmentation strategies
* Strong commercial acumen with the ability to influence senior stakeholders
Benefits
We know life isn’t just about work, so our benefits are built to support you in the moments that matter. You’ll get Bupa healthcare, wellbeing support, life cover, a pension, generous holiday and a birthday off. Additional perks include optional electric vehicle lease, Cycle2Work schemes, dental insurance, neurodiversity assessments and discounts on broadband, TV and mobile. You’ll also get access to the Virgin Family platform and the O₂ Priority app, with exclusive rewards, experiences and opportunities to attend events.
Equal Opportunities
Virgin Media O₂ is an equal opportunities employer and we work hard to remove bias and barriers. We want every person who joins us – and everyone thinking about joining us – to feel seen, heard and supported.
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