Requirements
Must have:
- Strong collections and consumer duty experience within UK retail banking. - Experience in collections strategy design. - Strong command of governance, control frameworks and risk appetite in a Line 1 environment. - Skilled in translating data/MI into strategy decisions. - Confident in influencing senior stakeholders and Exec. - Proven track record designing and delivering multi-portfolio collections strategies. - Deep understanding of forbearance tools, contact strategies and customer outcome testing. - Experience leading change (requirements, testing, implementation, PIR) and operating robust change control. - Excellent written and verbal communication, including committee/pack writing and clear rationale setting. - Ability to set direction and coach others. - Understanding of the importance of customer care (desirable). - Knowledge of both secured and unsecured collections (desirable). - Working knowledge of SAS/SQL and decision systems to guide design and testing (hands-on ability advantageous) (desirable). - Experience leading a team (desirable).
Responsibilities:
- Design and optimise end-to-end collections and recoveries strategies across all portfolios. - Own the strategy governance routines and develop product/portfolio-specific strategy plans. - Partner across the business to deliver fast and safe change that balances customer outcomes with commercial performance. - Oversee strategy design and execution by documenting and testing strategy changes. - Build and maintain monthly plans and framework, ensuring implementation quality and readiness. - Define strategy KPIs/KRIs and ensure MI provides a clear view of conduct, credit and operational risk. - Analyze performance trends, root causes, and customer outcome evidence. - Support the ownership governance routines for strategy, policy, and process. - Maintain clear audit trails and decision logs, ensuring alignment to risk appetite and Consumer Duty. - Embed vulnerability and fair value considerations in strategy development. - Lead external benchmarking and horizon scanning initiatives.
Company:
We are excited to offer the opportunity to join our Senior Collections Strategy Specialist role within the newly formed Collections Strategy & Performance team. This position plays a vital role in shaping our collections and recoveries strategies, ensuring our commitments to ethical standards and customer care are upheld. We are committed to flexibility in working arrangements, with options to work from our Head Office in Binley, Coventry or our Manchester office. We provide exceptional benefits including 28 days holiday plus bank holidays, an annual discretionary bonus scheme, a personal pension with matched contributions, and more. At Coventry Building Society, we celebrate diversity and equality, and we are proud to be a Disability Confident Committed Employer.