What you’ll be doing
as our Standard Collection Service Delivery Manager
1. Leading and inspiring a large multi‑site team, driving high performance, colleague engagement, and excellent customer outcomes.
2. Overseeing all Standard Collections operational processes and KPIs, ensuring performance meets business needs.
3. Acting as the operational lead for change delivery, embedding new ways of working and supporting business transformation.
4. Identifying gaps and opportunities across collections processes to influence improvements to future strategy.
5. Driving continuous improvement to make interactions easier for both customers and colleagues.
6. Collaborating closely with senior stakeholders across Finance, Customer Services, Customer Experience, Digital, Credit Risk, and other key areas.
7. Building strong relationships with external partners to ensure service delivery meets expectations.
8. Ensuring governance, documentation, and regulatory adherence for all collections processes.
9. Understanding and meeting data and reporting needs for operational insight and decision‑making.
10. Identifying risks, ensuring they are documented, controlled, and mitigated effectively.
What you should bring to the role
11. Strong, confident leadership experience within a large, diverse operational environment.
12. Proven ability to motivate teams, drive performance, and maintain high engagement.
13. Experience in collections, customer operations, or similar performance‑driven environments (advantageous).
14. Excellent stakeholder management skills, with experience influencing and collaborating across multiple business areas.
15. Strong change management and transformation experience — comfortable navigating a dynamic and evolving environment.
16. Solid financial acumen and understanding of operational performance management.
17. A continuous improvement mindset with the ability to identify opportunities and implement positive change.
18. Ability to interpret data, understand reporting needs, and make informed decisions.
19. Strong organisational, governance, and process‑management skills.
20. A commitment to delivering fair customer outcomes and supporting colleagues to thrive.
Location: Hybrid - Walnut Court - SN2 8BN (2 days in the office per week)
Hours: 36 hours per week
What’s in it for you?
21. Competitive salary: £55,000–£65,000 per annum, depending on skills and experience.
22. Car allowance.
23. Annual bonus.
24. 26 days of holiday, rising to 30 with service. (plus bank holidays)
25. Private medical healthcare.
26. Performance-related pay plan linked to company targets.
27. 2A wide range of benefits supporting your health, wellbeing, and finances including annual health MOTs, physiotherapy, counselling, Cycle to Work schemes, shopping vouchers, and life assurance.