Job Details

Head of Outsourced Collections and Recovery

London, Glasgow City, United Kingdom, Permanent

Posted: 18days ago


A great opportunity for an experienced leader to join the partner management team as Head of Outsourced Collections and Recovery. We are looking for an enthusiastic, driven, and forward-thinking individual to lead and drive the success of our partners. The successful candidate will work within our leadership team to build out and implement the future strategy for service management while maximising partner retention and supporting the growth of service revenues. Ensuring service delivery across all partners in line with agreements, regulations, standards, and SLAs. Leading on operational excellence. This role is ideal for someone who excels and enjoys working in a challenging and fast paced environment.

The role can be based at any of our UK office's (Manchester, London, Leeds & Glasgow) combined with home working. Due to the current Pandemic this will initially be a home-based role.

What will you be doing?

Accountable for performance and compliance of all outsourced Collections and Recoveries activity across the UK

Ensure service delivery across all partners in line with agreements, regulations, standards, and SLAs whilst ensuring fair treatment of customers through excellent and efficient service delivery. Whilst managing risks, and remediate breaches

Manage Panel composition: maintain strong relationships; identify/onboard new strategic Partners; and exits including champion challenges and comparative analysis to drive improvement across the panel of servicing partners

Ensure servicing capacity and resilience across all specialisms (DCA, Live, Secured, Insolvency, Probate, Litigation, Field, DMC/3PDM, Motor)

Analytical approach to drive performance and develop controls and oversight

Define/implement efficient and effective collection strategies to achieve/exceed collections targets and performance against the cost rate-card

Provide SME support during new business opportunities and external reviews including the onboarding of new portfolios and provide appropriate support for Due Diligence

Enforce, maintain, and improve the Partner Management Framework to deliver best-in-class performance from our outsourced collection Partners

Negotiate commercial terms to incentivise Partners and manage costs effectively

Is this you?

Highly commercial individual with extensive capabilities in relationship management, service leadership, and customer strategies

Experienced leader in an Outsourced Collections and Recoveries operation servicing a variety of asset classes within a Financial Services regulated environment

Action orientated hands-on leader, experienced in building high engagement and creating high performing teams

Highly analytical approach to drive performance and develop controls and oversight

Experienced in driving operational excellence and efficiency. Demonstrating commercial benefits

Excellent knowledge of risk management frameworks e.g. CCA, FCA, CONC, MCOB, Conduct Risk

Strong communicator and negotiator with positive influencing and interpersonal skills

Highly driven, determined, and resilient

Open and transparent, builds relationships based on trust

Why Arrow Global?

Arrow Global Group is a leading European investor and asset manager in the non-performing and non-core assets sector. Operating in five different geographies and servicing over 9 million customer accounts. Our Purpose - building better financial futures.

We offer a competitive salary and attractive benefits package and we pride ourselves on rewarding success with our excellent bonus scheme and incentive package. We also have interactive subsidised events, colleague engagement teams, employee recognition and development programs and the opportunity to work collaboratively with multiple European countries.

Please note - we are an equal opportunities employer and FCA regulated company - This role is registered under the Senior Managers Certification Regime within the UK. The role holder is responsible for meeting the requirements of this regime. We will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening.

(Strictly No Recruitment Agencies Please)

Job Details

London, Glasgow City, United Kingdom