Collections Strategy Manager

We are seeking an experienced senior manager to help lead our collections and recoveries strategy. This pivotal role will be responsible for developing, implementing, and optimising innovative and compliant collection and recovery strategies with a primary focus on achieving positive customer outcomes. The ideal candidate will possess a deep understanding of the credit lifecycle, collections best practices, regulatory requirements, and a proven ability to leverage data analytics to drive performance and enhance customer experience. This role requires a leader who can balance commercial objectives with a strong sense of customer advocacy. Continuously evaluate and refine strategies based on performance analysis, market trends, regulatory changes, and customer feedback to optimise effectiveness and efficiency. Champion the use of digital tools and innovative technologies to enhance collections processes and customer engagement. Monitor key performance indicators (KPIs) specifically related to customer outcomes, such as forbearance effectiveness and customer satisfaction. Ensure all strategies and processes are designed to treat customers fairly, with a particular focus on identifying and supporting vulnerable customers.