Collections Strategy Manager
Location: Manchester office (2 days a week) – please ensure you can meet this requirement (XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ).
This is a permanent role.
Key responsibilities
* Design, challenge and optimise end‑to‑end credit card Collections & Recoveries strategies across all delinquency stages (pre‑delinquency, 1‑30, 31‑60, 61‑90, etc.), using segmentation, affordability/forbearance considerations and treatment pathways to continuously improve performance.
* Build a structured test‑and‑learn programme (champion/challenger, A/B tests) for letters, SMS, email, contact strategies, digital journeys, repayment options, agent scripting and strategy rules; define success metrics and ensure statistically sound evaluation.
* Own strategy requirements end‑to‑end: document decision logic, write clear tickets/user stories, align stakeholders, and drive delivery through to implementation and measured outcomes.
* Support the Collections Operations team when needed (clarifying strategy intent, handling ad‑hoc data/MI requests, triaging issues, supporting UAT and go‑live, and monitoring early performance).
* Ensure all Collections activity is compliant with relevant regulation and internal policies (including fair customer outcomes and vulnerability considerations), with robust controls, MI and audit trails for strategy changes.
* Partner with Product and Engineering to shape and leverage Collections technology (decisioning, workflow/case management, comms tooling, dialler strategies, self‑serve journeys), proactively identifying automation opportunities and implementation risks.
* Be a hands‑on data practitioner: use SQL and a scripting language (e.g., Python) to extract, transform and analyse large datasets, validate strategy performance, and create repeatable analysis pipelines.
* Define and communicate performance KPIs across the Collections funnel (roll rates, cure rates, contact/response, promise‑to‑pay kept, net loss, recoveries, cost‑to‑collect), producing clear performance packs and actionable insights.
* Undertake portfolio monitoring and analytical deep dives (segmentation, vintage/cohort views, behavioural score performance, line management impacts, payment hierarchy effects), translating findings into prioritised strategy changes and delivered improvements.
Essential skills and experience
* Proven extensive experience in consumer finance Collections & Recoveries, with credit card knowledge a must.
* Experience leveraging modern Collections technology (decisioning, workflow/case management, diallers/comms orchestration, digital self‑serve) and translating strategy into build‑ready requirements.
* Strong understanding of key UK regulatory and industry requirements for Collections, including fair customer outcomes and appropriate treatment of vulnerable customers.
* A strong bias to action: able to navigate ambiguity, remove blockers and get stuff done from idea through to implemented change and measurable impact.
* Strong stakeholder management and communication skills, able to influence across Operations, Risk, Product and Engineering.
* Excellent written and verbal communication, with the ability to present complex analysis simply and clearly to senior audiences.
* Comfortable working at pace in a fast‑changing environment; pragmatic, resilient and outcome‑oriented.
* Strong coding skills in SQL and at least one programming language used for data work (e.g., Python), including writing maintainable code for repeatable analysis and automation.
* Demonstrated ability to work with large and complex datasets (joins, window functions, cohorting), and to build robust data definitions/metrics for MI and strategy monitoring.
* Experience working in a fintech or digitally‑led lender operating credit cards, ideally with in‑house decisioning and fast release cycles.
* Strong collaboration skills with a pragmatic, low‑ego approach; able to challenge constructively and align teams on outcomes.
* Experience working autonomously in an agile environment, managing priorities and delivering iteratively.
* Comfort operating across multiple workstreams (strategy changes, MI, governance, and delivery) without losing attention to detail.
Desired
* Experience building dashboards and operational MI in tools such as Power BI, Tableau (or similar), including metric definitions and automated refresh.
* Experience with cloud data platforms and analytics tooling (e.g., Snowflake, BigQuery, Databricks) and/or experimentation frameworks; start‑up/scale‑up experience advantageous.
You should apply if
* Strong technical and analytical mindset.
* Able to work at pace without sacrificing quality.
* Tenacious and resilient approach.
* Highly organised with strong attention to detail.
* Methodical, thorough, and solution‑focused.
* A natural “completer finisher” who sees tasks through.
* Reliable and structured, thriving in a flat, trust‑led team environment.
* Collaborative problem‑solver, comfortable working across teams and with external partners.
* Communicates clearly and directly, with respect and efficiency.
* Hands‑on mindset – willing to roll up sleeves and get things done.
What's in it for you?
* The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
* Competitive salary.
* Pension contributions, including Salary Exchange facility.
* Annual bonus potential.
* Private medical cover provided by Vitality (optional benefit).
* 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
* Your birthday off each year as an additional day’s holiday.
* 4x life insurance cover.
* Access to our confidential Employee Assistance Programme.
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