Head of Collections and Recoveries
Leading a high performing collections and recoveries operations of c160 fte across two sights, you will be tasked with building a team that is highly regarded in the wider business and considered a market leader with their customers. You will be responsible for delivering wide ranging change while enhancing the skills of the wider team.
Your core role will require you to
*Design and implement short, medium and long-term plans of the operational area ensuring functions are fully aligned with business strategy and are delivered in a cost-effective manner aligned with client requirements and regulations.
*Responsible for the creation of a quarterly financial forecast for review by the board.
*Responsible for operational delivery against the forecast and for managing operational budgets effectively and accurately.
*Support the development and implementation of the key strategic initiatives across the whole Collections and Recoveries lifecycle by focusing on cost benefit analysis. In conjunction with established governance requirements, define collections and customer contact strategies aligned to commercial and regulatory requirements.
*Develop a culture of Treating Customers Fairly throughout Arrears Management and ensure it is effectively embedded and operationalised in all Collections activities.
*Define, measure and report on CSAT/NPS measures and evidence improvement efforts to increase client satisfaction levels.
*Strong understanding of secured first charge collections for FSMA & non FSMA regulated business.
*FSMA regulation relating to mortgage lending, e.g. MCOB
This is an exciting opportunity to really put you mark on a service operation and support in delivering a market leading proposition.
Knowledge and experience of working in a BPO collections environment are essential.
For full information regarding this role, please contact me directly, initially with a CV for further information.
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