Job Details

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Performance / Collections Manager

London, Greater London, United Kingdom, £ £ 30000.00-40000.00 Annual Annual, Permanent


My Financial Client is looking for an experienced Manager to join the busy team.

Scope of Role:

Lead, Develop and Inspire the Customer Engagement Team (CET) and ensure that all staff are motivated and operate in a manner consistent with all relevant legislation and company values and ensure that all collection and recovery Targets and activities meet all legal, regulatory, data protection requirements, and company KPIs.

Operating Hours:

37.5 hours per week

Flexibility is required at times due to workloads; however, you will normally be required to work the following hours:

* Monday to Friday: 9am - 5:30pm

* Once per fortnight: 11:30am - 8pm


Key role in the recruitment of new CET Members

Key role in the training of new and existing CET Members

Provide training, understanding and adherence to the CET on best practices

Ensure understanding and adherence on policies and procedures by the CET

Ensure the KPI's of the CET and the company are delivered

Set performance objectives to CET Members, updating them periodically

Plan, define, and review the CET's objectives with Senior Management

Conduct monthly performance reviews and appraisals (1-2-1s) for each of the CET

Conduct monthly Quality Assurance calls for each of the CET and deliver feedback

Key role in the second line of complaints handling

Conduct, when necessary, disciplinary investigations for members of the CET

Gather and analyse performance management data of the CET

Utilise Management Information to monitor and develop overall performance

Present performance data with recommendations for improvements to SMT

Identify, report, and resolve workplace or interpersonal barriers to performance

Identify, report, and resolve workplace issues with the CET

Manage the overall workload of the CET to ensure work is distributed correctly and all clients' accounts are worked in accordance with collection processes

Maintain a thorough and up to date knowledge of the collections industry and represent the organisation at relevant industry forums

General admin duties to support role and CET

Remain flexible and committed within a fast-paced environment demonstrating an ability to handle multiple tasks with a proactive approach

Key role in building client relations to enhance working relationship and to monitor and improve client performance and service

Ensure CET are building and developing relations with their clients

Attend client meetings when required

Any ad-hoc duties required as instructed by Senior Management

Required Knowledge and Experience:


Good level of general education to GCSE's or GNVQ/NVQ qualification or equivalent

Business Experience

Significant and recent recoveries / collections team management

Strong knowledge of collections industry, including TCF, FCA compliance

Strong and proven analytical skills

Excellent written and verbal communication skills

Core Competencies

* You must be IT literate with experience of using Word, Excel

* Highly developed communication skills and ability to lead and motivate a team

* Ability to deliver and identify training and coaching needs

* Ability to use MI to identify performance deficiencies and develop solutions

* Ability to prioritise, be organised and efficient

* Flexible approach with the capability to adapt to change, new practices and cope under pressure

* Treat your colleagues, clients, and their customers and third parties with respect

* Friendly and helpful approach

* Good timekeeping

* Keep business matters strictly confidential

* Attention to detail and accuracy

* Quick learner

* Ability to deliver results and meet company expectations.

* Ability to work in a non-discriminatory manner, in accordance with the Company's Equal Opportunities Policy.

Values and Behaviours

Positive mindset with continuous improvement

Open and transparent style

Flexible and adaptable

Attention to detail with strong numerical and analytical skills

Team player

Job Details

Not Specified
London, Greater London, United Kingdom
£ £ 30000.00-40000.00 Annual Annual