Responsibilities
* Leading by example, championing a positive, solution‑focused and commercially aware mindset, while modelling behaviours that support an inclusive and collaborative culture.
* Supporting the shaping and operational delivery of the collections strategy, using innovative and customer‑centric approaches that improve outcomes and align with strategic goals.
* Collaborating cross‑functionally to develop and drive collections solutions that benefit all stakeholders and enhance operational outcomes.
* Maintaining strong regulatory compliance by ensuring all activities meet UK consumer credit laws, FCA standards (including Consumer Duty) and internal governance requirements, supported by regular monitoring and reporting.
* Using data and insight to identify risks, track portfolio performance and drive informed decision‑making, presenting clear recommendations to the SLT when needed.
* Building a high‑performing senior management team through clear goal‑setting, supportive development and continuous feedback.
* Strengthening operational excellence by continually improving policies, processes, workflows and technology to enhance efficiency, customer experience and compliant delivery.
* Enabling managers to interpret data effectively and apply insights to drive targeted improvements in low‑performing areas.
* Overseeing the Performance & Planning function, ensuring accurate forecasting, scheduling and capacity planning to meet business demand.
* Optimising performance and operational processes to improve efficiency, utilisation and scalability.
* Leading the Business Processing function, ensuring the delivery of effective administrative support and high‑quality data outputs, and delivering recommendations on how to further strengthen and develop debt management outsourced partnerships.
* Partnering closely with other peers across operations, including Recruitment, L&D, QA and Customer Experience to influence hiring profiles, onboarding, coaching frameworks and quality standards.
* Building relationships with external partners, such as technology providers or debt management firms.
* Acting as a senior operational leader within the business, contributing to wider strategy.
Qualifications
* Strong strategic and operational understanding of regulatory requirements across debt collection activities, with a commitment to fair and consistent customer outcomes.
* A proactive, partnership‑focused mindset, working closely with senior leaders across the business, demonstrating excellent communication skills with the ability to listen, engage and convey information clearly in both written and verbal formats.
* Confidence in leading, motivating and supporting others to deliver the company’s collections strategy.
* Experience navigating a fast‑paced, evolving environment, using a solution‑focused approach to balance customer, stakeholder and business needs.
* Innovative oversight of improving/enhancing customer operations systems and customer contact initiatives to maximise engagement and deliver financial targets.
* A credit‑related qualification (CICM) is preferred but not essential.
* A passion for developing a high‑performing team in a fast‑paced ever‑changing landscape.
Company Overview
Lantern Debt Recovery Services Limited is a leading financial solutions provider and part of the Lantern Group. As the business continues a sustained period of growth, we are now seeking a Head of Customer Operations to join us in this newly created role, reporting to the Chief Operating Officer.
Compensation & Benefits
* Salary: £70,000–£85,000 (DOE)
* Annual Bonus scheme
* 25 days annual leave (rising to 30 with Length of Service)
* Holiday buy scheme
* Private Healthcare
* Healthcare cash plan & Employee Assistance program
* Retail and Gym discounts platform access
* Life Insurance
* Competitive pension
* Free parking (at some of our offices)
* Hybrid working
* Free breakfast / snacks and treats
* A genuine career path with a growing, market‑leading financial services business that puts its customers and colleagues at the heart of everything it stands for.
Other Information
Due to the nature of our business, all offers of employment are subject to Lantern’s background and vetting checks, which include but are not limited to satisfactory employment references, DBS (basic) and a credit file search.
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