Collections Manager

Do you have a strong understanding of Collections and Recoveries within consumer credit or retail finance? Our client is seeking an experienced Collections Manager to join their growing organisation on a permanent basis. This is an excellent opportunity to be part of an innovative business delivering forward-thinking credit solutions in Basingstoke, Hampshire. The Collections Manager will be responsible for managing the end to end collections process delivering a first class service to the customer. The role will also include managing external debt collection agencies and debt sale partners. The Collections Manager will be leading a team of Collections Agents, ensuring strong recoveries metrics are achieved. This is an office based position working Monday to Friday, 37.5 hours per week. Key duties: * Management & oversight of Collections Strategies, external Debt Collection Agencies and Debt Sale partners. * Resource & capacity management to ensure collections SLAs are achieved * Dialler management, adapting to inbound/outbound contact rates * Oversight of collections KPI’s and dashboards, ensuring performance is within appetite * Drive new initiatives to improve arrears management processes including customer vulnerability and forbearance. * Managing a team of 6 FTE to deliver good outcomes for those in financial difficulty * QA and call monitoring of team * Preparing performance packs and updating senior stakeholders within the business * Debt sale contract management Required skills: * Experience of managing collections team in contact centre environment within Financial Services industry * Experience of managing multiple DCA and debt purchaser relationships * Strong knowledge of collections and arrears recoveries processes in relation to consumer credit, and Consumer Duty obligations * Experience of managing customers in financial difficulty, including vulnerability and forbearance management * Excellent leadership skills, working with multiple business stakeholders, influencing decisions, and driving projects forward * Strong ability to identify KPI’s, and help create dashboards to improve performance * Experience of presenting performance updates and strategies to the Senior Leadership team * Understanding of complaints management, as well as the Financial Ombudsman Service * Contract and debt sale tender process management * Experience in incident management, and forming customer remediation strategies * Strong communication skills with track record of motivating teams and driving increased productivity