Summary
Location: Birmingham, Leeds, London, Manchester, Reading
Job Family: Commercial
Job Type: Full Time
Posted Date: 05-Jun-2026
As Collections Operational Effectiveness Manager, you will play a pivotal role in shaping how our collections operation performs, evolves and delivers for our customers. Sitting at the intersection of operations, strategy and data, you will be responsible for driving measurable improvements in efficiency, performance and customer outcomes. This is a highly visible role where your ability to translate insight into action will directly influence how we optimise our collections approach and maintain the right balance between commercial performance and fair customer treatment. Day to day, you will lead a small team while working closely with operational, data and strategy partners to identify performance gaps and implement targeted improvements. You will build and evolve reporting frameworks, track key performance indicators and generate insight that informs decision making at all levels. From supporting the delivery of new strategies and enhancing operational processes, to managing stakeholders and ensuring regulatory compliance, you will be central to embedding a culture of accountability, continuous improvement and data-led performance across the collections function.
Must Haves
* Experience in collections, credit risk or receivables management within a high‑volume customer environment
* Proven experience leading, coaching and developing teams
* Strong data analysis skills using tools such as SQL, Excel or BI platforms
* Experience in operational reporting and performance management
* Excellent stakeholder management and communication skills
Nice‑to‑Haves
* Experience within telecommunications or a similar consumer‑led industry
* Knowledge of FCA regulations and the CONC framework
* Experience building dashboards and performance reporting suites
* Background in forecasting, including FTE planning and capacity management
* Experience driving operational change and continuous improvement initiatives
What's in it for you
We know life isn’t just about work, so our benefits are built to support you in the moments that matter. You’ll get Bupa healthcare, wellbeing support, life cover, a pension and generous holiday –plus your birthday off. And there’s more. Enjoy some extra perks on us, with optional electric vehicle lease and Cycle2Work schemes, dental insurance, neurodiversity assessments, and brilliant discounts on broadband, TV and mobile. You’ll even get access to the Virgin Family platform and the O₂ Priority app, with exclusive rewards, experiences and chances to attend events at The O₂ and beyond.
Virgin Media O₂ is an equal opportunities employer and we work hard to remove bias and barriers. We want every person who joins us – and everyone thinking about joining us – to feel seen, heard and supported.
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