Head of Collections at Zilch
Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. We offer options to earn instant cashback or spread the cost of pricier purchases, completely interest-free and with no late fees.
We started in 2018 with a small team and a big dream — to make credit accessible to all. Since then, we’ve achieved double unicorn status and taken on more than 5 million customers. There are exciting projects coming up and big growth plans. Want to join us?
About The Role
We are looking for a seasoned leader to oversee the day-to-day management of Zilch’s collections and recoveries function. You will be accountable for delivering the central Credit Risk, Fraud & Collections Strategy plans — driving operational delivery, ensuring compliance, and achieving fair customer outcomes.
The Head of Collections Operations will lead internal teams as well as external BPOs and Debt Recovery Agencies (DRAs), ensuring consistent execution, efficiency, and customer-first practices. This role is hands-on, focused on operational delivery, reporting into senior leadership with responsibility for execution rather than enterprise strategy design.
Day To Day Responsibilities
Operational Leadership
* Lead, motivate, and develop internal collections teams and external partners, ensuring performance against agreed KPIs and SLAs.
* Convert high-level strategy into clear processes, workflows, and team objectives.
* Foster a culture of ownership, performance, and customer care.
Collections & Recoveries Execution
* Oversee operations across early arrears, late arrears, and debt recovery stages.
* Guarantee compliance with FCA requirements and other relevant regulations.
* Monitor and manage outsourced partner and DRA delivery through structured governance and quality standards.
Performance & Continuous Improvement
* Own and deliver operational performance reporting, escalating risks and emerging issues as required.
* Enhance efficiency and scalability of collections through automation, process refinement, and innovative approaches.
* Drive digital-first initiatives to strengthen customer experience and repayment outcomes.
* Partner with Product, Engineering, Risk, and Compliance teams to embed operational needs into new products and services.
* Provide insights into customer repayment behaviours to inform wider business and risk decisions.
* Communicate operational risks clearly and promptly to senior stakeholders.
Governance & Oversight
* Deliver clear, accurate reporting on collections operations to senior leadership.
* Ensure ongoing regulatory compliance, audit readiness, and high conduct standards.
* Track portfolio performance and recovery outcomes from an operational standpoint.
What We’re Looking For
* Proven track record leading collections operations within consumer lending, fintech, or broader financial services.
* Experience managing both internal teams and outsourced providers.
* Strong knowledge of FCA regulation and collections governance standards.
* Operationally focused — with expertise in process optimisation, workforce planning, and automation.
* Excellent stakeholder management and collaboration skills.
* Background scaling collections functions in a fintech or digital-first business.
* Familiarity with advanced collections technologies and digital customer tools.
Compensation & Benefits (Highlights)
* Income Protection.
* Permanent employees enjoy access to our Share Options Scheme.
* 5% back on in-app purchases.
* £200 for WFH Setup.
* Private Medical Insurance including GP consultations, prescribed medication, in-patient, day-patient and out-patient care, mental health support, and more.
* Employee Assistance Programme with unlimited mental health sessions and 24/7 remote GP & physiotherapy.
* Savings & discounts on everyday shopping; 1:1 personalised well-being consultations.
Family Friendly Policies
* Enhanced maternity pay.
* Enhanced paternity pay.
* Enhanced adoption pay.
* Enhanced shared parental leave.
Learning & Development
* Professional Qualifications and Memberships.
* Learning Suite for e-courses; Internal Training Programmes.
* FCA & Regulatory training.
* Hybrid Working; Casual dress code; Workplace socials.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Accounting/Auditing and Finance
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