Job Details

Collections Manager

Cheshire, Cheshire, United Kingdom, £60,000 , Permanent

Posted: 16 hours ago


- FCA regulated knowledge and practical understanding/deployment
- Detailed knowledge of Conc 7, TCF, Breathing Space, Vulnerable policies, affordability issues and general trajectory of the FCA
- Line management collections experience in 'call-centre' environment - (use of diallers, blended calls, workflow etc.)
- Been involved in FLOD (First line of defence) in regulatory matters (risk management)
- Managing people (development, incentives and performance)
- Demonstrable record of achievement in a similar environment
Our client is a leader in their field and due to continued business growth are now looking for an experienced Collections Manager. The Collections Manager will have responsibility for all collections activity for live active and frozen agreements (written off) from 1 day arrears until the point at which the agreement is recovered, passed for alternative action or sold.
Duties and Responsibilities
* Ensures principles of Treating Customers fairly are adhered to by all members of the collections team and is central to the provision of processes and procedures in the department
* Acts as role model and leader to ensure the business vision and values are embedded within team
* Drive productivity in line with agreed Key Performance Indicators thus ensuring performance expectations are met, monitors performance and development objectives for all direct reports
* Encourages an environment in which personal and business development is seen as key within the team
* Ensures exceptional levels of customer service are achieved in line with business standards and expectations
* Provides effective, communication to the team, department and business
* Provides support and training for direct reports to maximise productivity and effectiveness, setting clear objectives for improvement
* Assists in the creation of Personal Development Plans for direct reports and supports development-training activities.
* Provides Management Information as required to the Senior Manager and implements actions arising
* Ensures the attendance, punctuality and conduct of all employees is appropriate and professional, ensuring adherence to all codes of practice, policies and procedures within the group
* Leads and takes ownership of project work, driving business improvements through innovation and new initiatives
* Creates, manages and maintains a suit of reporting for operational support and analysis or process and process improvement constantly driving appropriate change
* Maintains reporting suit to properly manage inbound calls, call traffic and staffing requirements
* Maintains a detailed and up-to-date understanding of technology and technology developments to keep the team abreast of market initiatives
* Provides support and guidance to the respective Team Leaders, monitoring and appraising them accordingly
* Lead and control of internal collections agents and Team Leaders
* Control of business losses and recoveries in the collections cycle
* Management of collections strategy from 1-day arrears to end of strategy
* Management of Support function
* Maintain the disaster recovery plan and BCP should the need arise
* Collections strategy as dictated by current trends
* Agent authorisation for repossession activity
* Approval for agreement referral to Fraud / Compliance
* Fee negotiation
* Remove agreements from strategy due to complaint or compliance issues
* Day to day staff management (to include holiday authorisation and shift rotas)
* Appropriate use of resource intra-day, week, month
* Hiring and planning for staffing levels and future requirement's
Skills and Experience
- In depth knowledge of motor finance business
- Minimum 5 years call centre management experience in Collections or recoveries in Consumer Credit (preferably motor)
- Relevant regulations relating to collections activity
- Skilled user of Microsoft Office applications
- Expert in Excel
- Able to merge data and data sets
- Complex formula generation
- Desired skills as SAS user
- Advanced understanding of technologies and MI
- Diallers
- New software
- Champion challengers' strategies
- Web - payment portals
- 'Chat-bots' and other web-based technology to enhance business performance
- Thorough knowledge of departmental and business policies and procedures that will support the call centre environment
- Detailed regulatory knowledge to include but not exclusive to
- Vulnerable customers
- Treating Customers Fairly
- Other FCA regulatory requirements
If you feel you have the skills and experience, please upload your CV in the first instance

Job Details

Cheshire, Cheshire, United Kingdom