Director of Collections & Recoveries

Lead an operations Financial Health team to respond to customer chats, calls and emails in a timely manner and within our high quality standards delivering good customer outcomes each time. Ensure operational teams are supported through excellent training and coaching to deliver the best service possible. Navigate the complex regulatory landscape, ensuring we remain without our risk appetites and comply with regulation. Own our Collections and Recoveries quality assurance and controls under defined regulatory frameworks. Work with the strategy team to deliver and execute recoveries strategies. Leading the Financial Health Operations Strategy linking to Monzo’s values of ‘Making Money Work for Everyone’. Collaborate across wider Monzo Operational domains to share best practice. Achieve the high standards of our service metrics and prepare and present risk appetite metrics to relevant Monzo committees. Work side by side with the Borrowing Leadership team across collections and recovery strategies which drives Monzo's overall borrowing strategy.