The Credit Control Manager will play a pivotal role within the Collections function, supporting the management of overdue and Defaulting accounts across the portfolio.
Directly reporting to the Head of Credit, you will be responsible for driving effective credit control strategies, optimising collections performance, and ensuring robust governance and compliance across all activities.
The position requires a balance of strategic oversight, with accountability for minimising arrears, improving cash flow, and maintaining strong customer relationships during sensitive financial situations. This is a highly visible role with regular interaction with senior stakeholders across the business.
Key Responsibilities
Credit Control Strategy & Arrears Management
* Draft, review, and issue debt collection letters with a high level of accuracy and attention to detail.
* Provide regular updates and structured reporting to the Head of Credit, on account status and progress.
* Oversee early and late-stage collections activities, ensuring timely and effective customer engagement.
* Monitor portfolio performance, identifying trends, risks, and opportunities for improvement.
* Maintain clear, accurate, and timely records of all customer interactions.
* Support collections, setting clear objectives and performance standards.
* Provide guidance on complex cases, including high-risk or vulnerable customers, ensuring appropriate and consistent treatment.
* Drive a high-performance culture focused on accountability, customer outcomes, and continuous improvement.
* Support wider collections activities, including data inputting and general administrative duties.
Customer Engagement & Negotiation
* Manage daily arrears through proactive outbound calling to customers.
* Oversee customer communication strategies such as through inbound calls, email, and written correspondence.
* Negotiate realistic and sustainable payment plans where full repayment is not immediately achievable.
* Support and approve sustainable repayment plans within delegated authority, balancing commercial outcomes with customer circumstances.
* Handle escalated or sensitive customer cases where required.
Governance, Compliance & Risk Management
* Ensure all credit control and collections activities comply with internal policies, regulatory requirements, and industry best practice.
* Establish and maintain strong controls, audit trails, and documentation standards.
* Identify, assess, and escalate high-risk, complex, or potentially litigious accounts appropriately.
Reporting & Stakeholder Management
* Produce regular reporting on arrears performance, collections effectiveness, and key risk indicators.
* Provide insights and recommendations to senior leadership to inform decision-making.
* Collaborate cross-functionally with Risk, Finance, Legal, and Customer Operations teams.
Process Improvement & Systems Oversight
* Drive enhancements to collections processes, systems (CRM/Loan Management), and workflows to improve efficiency and outcomes.
Key Skills & Attributes
* Confident and assertive communication style
* Strong negotiation skills
* High attention to detail, particularly in written correspondence
* Resilient and able to manage difficult conversations
* Organised with the ability to manage a varied workload
* Having a proactive approach and self-motivated
* Comfortable work in a fast-paced environment
Benefits
* 30 days annual leave, increasing with length of service.
* The opportunity to work directly within the asset finance sector and gain exposure to legal/collections processes.
* A supportive team environment with mentorship from experienced collections and legal professionals.
* Ongoing training in collections best practices, negotiation and regulatory compliance.
* Opportunity for progression and growth.