Customer Contact

Outsource Manager

Manchester

£45,000

My client is looking for an Outsource Manager to be responsible for ensuring all external activity is conducted and managed within industry regulations. The role of Outsource Manager offers a unique opportunity to work with both internal departments and a wide range of external companies within the Debt Purchase, Debt Management and Insolvency industry. Responsibilities • Working closely with the External Debt Manager to define which companies to visit within key time frames as well as define and review criteria and metrics for reporting • Work closely with External Debt Purchasers with the aim of maximising recovery. • Develop and maintain strong relationships within the Debt Management and Insolvency industry. • Work with External Debt Team Manager and External Debt Manager to evaluate current working practices, ensuring they are fit for purpose. • Undertake reviews across Debt Purchase industry with emphasis on customer journey and the adherence of industry regulations • Responsible for reviewing all Financial Service processes with clear concise feedback on areas of concern as well as develop and implementing reporting metrics around call listening with robust calibration session • An up to date understanding of system workings and focus on regulatory risks surrounding the sale of customer accounts. • Work with Head of External Debt and Fraud and External Debt Manager to develop the potential for added value services with Debt Purchasers such as Rehabilitation and Cleansing processes Experience & Knowledge • Previous experience within a similar role within Consumer Credit or relevant Financial Services • Demonstrable experience of managing external suppliers or working in supplier facing or audit related role. • Knowledge of Account Recovery and processes and strategy involved with the recovery area.

Head of Collections

Birmingham

£80,000

The role will form part of the Operations Senior Leadership Team and as such will be responsible for contributing to the ongoing leadership and development of the operations team, and will have shared accountability for the overall operations strategy. This role provides senior management oversight of all operations Collections & Recoveries activities within the Customer Support structure. The job holder will be accountable for the design & implementation of short, medium and long term plans to ensure that Collections and Recoveries activities meet customer needs & regulatory requirements, as well as achievement of the agreed business objectives with a strong awareness and focus on Risk and Regulation including Conduct Risk Framework. Responsibilities • The role will also be accountable for maximising the effectiveness and efficiency of the people, systems, outsourced partners, balances and processes that are under their control. • The continued ‘transformation’ from a collections & recoveries function to an end-to-end Customer Support Centre • Monitoring the regulatory landscape, and working with key internal & external stakeholders to ensure regulatory compliance at all times, integration of industry best practice, and driving the vision “To lead our industry as a force for positive change” • Management of strategies, balances & accounts that fall within collections and recoveries framework, including delivery of associated ‘Bad Debt Targets’ within the Business Plan • Delivery of Customer Support Centre Operational Service Level Agreements and Targets as reviewed on a regular basis • Ownership of the agreed annual operating budget, with an ongoing focus on operational effectiveness and efficiencies to optimise operating costs in an environment of continuous improvement • Ensuring an effective and value adding end to end operating model and associated processes and policies – driving optimal bad debt performance, balanced with a customer centric experience – including the introduction & integration of self-serve, automated & digital solutions which enhance the customer journey & experience as well as driving business efficiency • Direct leadership and management of colleagues and activities • The role will be accountable for the strategic direction, leadership, and operational oversight of the Customer Support Centre, and the job holder will be expected to deliver on target performance for these areas, working closely with key stakeholders, and operating within agreed budgetary guidelines and business objectives. • As the job holder will have responsibility for all collections and recoveries activities, it is an expectation of this role that travel and attendance at locations within the UK and Europe will be accommodated as required. Qualifications, Skills & Experience • Results focused and able to lead teams to achieve a common goal. • Ability to construct robust business cases • Able to prioritise and organise • Excellent Communicator • Strong team motivator • Able to think logically • Able to make informed decisions based on information available • Conduct Risk Awareness • Regulatory Requirements • Performance KPI and SLA industry standards • Strong commercial awareness • Experience of leading teams in a customer focused environment • Experience of managing projects • Experience of managing complex multiple events with minimum supervision

Business Development Lead - Consultancy

London

Up to £125,000 + Commission

Salary: Up to £125,000 + Commission Location: Nationwide MERJE have been appointed to source a Business Development Manager for a Consultancy Organisation. Having seen significant growth throughout Europe they are looking to grow their presence in the UK Financial Services Consulting Market and the successful Business Development Manager will be at the forefront of this growth. The position itself is open to an individual that purely wants to focus on Business Development across a number of the consultancies disciplines including Operational Excellence, Digital Strategy and analytics. This is an excellent opportunity to support the growth of a business and develop your own career. The successful individual will: Be responsible for generating a pipeline of business with UK Financial Services organisations Focus on innovative solutions to provide an appropriate outcome for new clients Carry out core consulting activities

Operations Manager

London

£100,000

My client is looking for an Operations Manager to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. They are looking to make the customer experience journey simpler, more enjoyable, more intelligent by treating customers fairly and giving them more control of their money. They are looking for a focused professional that is ready for leading by example, replacing start-up chaos with structure, confidently flipping questions into solutions and working with the team. Responsibilities: • Leading a small team and sizeable (100-150FTE) outsourced call centre team with clear vision and guidance to the team to deliver the objective of optimising processes to provide exceptional customer experience. • Responsible for being a key member of a large-scale migration project with specific focus on services transition while ensuring operational performance is maintained to the highest level. • Building the operations with innovative and progressive processes and procedures. • Driving change and operational transformation through data insight and team resources. • Delivering business objectives to support growth, creating a culture that encourages ownership, initiative and customer centricity • Managing team member, in line with company policies, processes and procedures to deliver excellent customer service and achieve performance targets • Ensuring all activities and duties are carried out in full compliance with regulatory requirements. Experience & Qualifications: • Have experience of leading customer service/call centre/operations and evidence of driving performance • Have experience in leading operational transformation projects • A broad understanding of the working in Financial Services market with working with credit products • A strong understanding of relevant legislation, compliance and regulatory requirements • Have solid experience of developing and rolling out robust operational policies, process and procedures • experience of developing and implementing Operational Analytic/MI performance metrics, and reporting back to management team. • good understanding of dispute management and fraud monitoring

Senior Forecasting planning analyst

Swindon

£45,000

My client is looking for a Senior Forecasting & Planning Analyst who have the ability to produce and demonstrate accurate forecasts. Responsibilities • Develop and maintain forecasting models and processes including candidate application and recruitment forecasts, contact centre demand and capacity planning and operational capacity planning and tracking. • Ensure all forecasts and processes support both long and short term requirements and are updated and maintained in a robust, reliable manner. • Enhance and improve forecast accuracy by reviewing volume drivers, business assumptions and benefits realisation and deliver. • Conduct performance analysis demonstrating forecast accuracy and understanding of candidate performance and progression through the recruitment pipeline. • Produce daily, weekly, monthly and annual capacity and demand plans for contact centre and operational resource requirements. • Produce and provide meaningful analysis and insight that tracks actual performance against plans and assumptions, highlighting and recommending variances and remedial actions to improve Experience • Experience of developing an MI and Analytics team using complex, high volume data • Experienced in the use of Microsoft Reporting Services and an Advanced Excel user • Experienced in the use of IT applications to extract, manipulate and report data • Experienced in the use and development of forecasting and planning methodology, tools and systems • Imagination and creativity to present MI and BI in a range of engaging ways to aid delivery methods and intuitive understanding • Effective communication and influencing skills • Proven track record of successful stakeholder management

Business Development Manager

Cheshire East

£35,000

My client is looking for a Business Development Manager to lead the business development activity to acquire new customers within one of their major divisions. Initially reporting to the UK Regional Director, however working closely alongside the Field Sales and Commercial Teams. Responsibilities • Generate and manage pipeline creating new volume opportunities. • Network, cold call and work with regional sales teams to identify prospective customers. • Prepare proposals, working with Marketing to ensure we have first class customer collateral to support business development activities. • Work with the Commercial Team to structure commercial pricing for new customers. • Manage the Sales Consultant to ensure the existing customer base is well serviced and regularly reviewed. • Work closely with Credit to ensure that risk is managed appropriately, and the company’s position is secured and protected for potential exposure. • Drive the innovation and strategy of the UK product based on customer feedback, market dynamics and commercial opportunity. Skills & Experience • Ability to negotiate with senior stakeholders in prospective companies. • Strong presentation skills and able to effectively pitch for business • High level of commercial acumen • Self-starter – ability to operate in the field and source own opportunities • Track record of sales/business development targets being achieved through self-generated activity

Product Business Analyst

North Yorkshire

£60,000

The Product Business Analyst role works alongside a Product Consultant and as part of the wider Product team to scope and deliver the products. My client is looking for someone who can build trust and consensus across internal customers and stakeholders especially IT, Commercial and Marketing teams. Responsibilities: • Take items assigned from the Product Roadmap, identify optimal customer journey and scope solution. • Work with Project Manager to ensure progress against delivery of technical, documentation, pricing and sales collateral in a simple manner, identifying next steps, task owners, milestone dates and flagging risk with proposed remediation plan. Skills & Knowledge: • Minimum 5 years’ experience as a Business Analyst, Product Manager or similar in the banking and payments sector. • Detailed knowledge of the banking and payments space – from compliance requirements to product trends, differentiators and disruptors. • Strong customer-orientation – ability to develop solutions from the customers’ perspective. • Proven track record delivering product in a matrix organisation. • Ability to build consensus, command respect at all levels of an organisation. • Ability to work in a fast-moving and at times ambiguous environment. • Ability to work to tight deadlines. • Educated to degree or similar standard.

Collections Manager

Wiltshire

£60,000

My client is looking for a Collection Manager who can contribute strategically and ensure the operational delivery of the collections strategy. Responsibilities • Delivering against objectives and KPIs. • Working across strategic debt prevention at all stages of the customer lifecycle. • Working with all customer facing teams to ensure all opportunities for cash collection and debt prevention are optimised. • Managing the development of the Collections team to achieve a culture of high performance and continuous improvement. • Working collaboratively to support Customer Service KPIs • Managing, engaging with and developing a department of c.30 people focussed on:  Cash collection across multiple service channels  Assisting financially vulnerable customers in rehabilitating their energy accounts  Developing future talent for the business Knowledge, Skills & Experience • Understanding of the commercial benefit of effective debt recovery. • Strong influencer, able to gain support for and deliver against our plans. • Demonstrable experience of engaging teams and developing their direct reports to deliver incredible results. • Data driven decisions to develop and deliver effective solutions. • Proven experience of driving results through the use of cutting edge collection and customer technologies. • Be prepared to learn, challenge convention and try new approaches to how to deliver positive outcomes both for customers. • Extensive experience in B2C collections, preferably within the utilities industry - or have a strong track record in a related industry.

Process Improvement Manager

Leeds

£29,000 - £32,000

My client is looking for a Specialist, Collections Change & Process Improvement to support and manage strategic change and process improvements in the Collections function, managing both internal and external impacting change Responsibilities • Support Collections as an SME in any new small and medium business change program’s and future initiatives. • Work with members of the Collections Strategy Team to review and understand existing and upcoming collections initiatives, identifying improvement opportunities and getting ‘under the figures’. • Present back to collections stakeholders any business case for change with clear benefits. • Drive business requirements through workshops, analysis and process deep-dives. • Support business change from design to delivery, working closely with stakeholders from the wider business to establish effective process design and implementation. • Work with the business to understand requirements and define solutions in areas which have been identified for potential change/improvement. • Support Collections to progress change through change governance. • Develop and control business communications in conjunction with the wider team providing regular updates on business change projects. • Work closely with our Training team to ensure training modules are kept up to date and incorporates most up to date changes. • Ensure appropriate control and governance of collections process maps. • Work with the Incident Team to determine collections impact(s) to processes or customers • Engage with BA’s to establish appropriate solutions and next steps in line with company values and manifesto. • Take ownership of the quality and control of all change related documentation and process steps. Skills and Experience • Excellent communication skills, both verbal and written. • Strong analytical and problem-solving skills / experience • Ability to listen and influence senior stakeholders and colleagues • Willingness to get pro-actively involved in the day to day running of Collections changes • Strong analytical and data interpretation skills • Strong technique to defining problems and exploring solutions to a range of problems. • Work well as part of a team but equally as an individual • Experienced and proficient in Microsoft Office applications • Be adaptable and versatile to change, having a positive, can do attitude to flex to the business need and change focus when required due to competing priorities.

Dialler Manager

Leeds

£50,000

My client is looking for a Dialler Manager to manage operational contact strategies to maximise contact opportunities within the Collections and Sales departments. The role will support the collections and personal lending leadership team to generate improved efficiency, effectiveness and profit to the business. Responsibilities • Operational management and monitoring of contact centre technology. • Create and support effective contact strategies. • Manage data and resource to optimise right party contact. • resource planning, forecasting and real time/ future monitoring to provide accurate resource forecast to minimise cost and maximise revenue. • Proactive Dialler Management. • Improve efficiency of dialler metrics. • Audit, reporting and remediation of contact strategies. • Proactively identify performance challenges and propose remedial actions. • Performance management of multiple products within dialler strategy. Skills & Experience • Dialler management • Capacity planning • Arrears management and sales experience • Statistical, problem solving and analytic skills • Strong organisational and time management • Good communication, interpersonal skills and leadership ability • Accuracy and attention to detail • Good Microsoft understanding inclusive of Word, PowerPoint, Outlook and strong Excel skills • Data warehouse, SAS, SQL experience • Ability to identify and address conduct risk

Head of Collections

London

£120,00

My client is looking for a Head of Product to act as product owner for the credits offered by the business. Responsibilities • Own the P&L for the product lines, ensuring that product features and pricing are appropriate to the target market. • Manage the entire product lifecycle from strategic planning to tactical activities. • Develop, recommend and drive innovation in new and existing products. • Develop and maintain strong relationships with a range of internal and external stakeholders. • Work with marketing, digital and retail teams to ensure that the proposition is clearly communicated and articulated and that appropriate customer journeys and outcomes are delivered. • Work with the Product Governance and Oversight Committee to conduct regular product reviews and to ensure that any new products / features deliver positive financial and customer outcomes. • Maintain a clear view of the market and competition, ensuring that our credit products remain competitive and deliver outstanding value to our customers. • Keep abreast of developments in the Financial Services and Credit markets, ensuring the wider leadership team are fully aware of how these impact the business. • Ensure compliance with regulatory standards through effective oversight and governance, challenging and highlighting where risks exist. Skills & Experience • At least 5+ years’ experience working at a senior level in a consumer lending environment. • An understanding of FCA regulations and Financial Services experience. • Proven track record in product development and innovation. • Experience of leading change programmes. • Passionate about delivering great customer outcomes, with a strong understanding of the needs of customers in the sub-prime market. • Strong commercial acumen with a high level of numeracy. • Understanding of credit risk and risk-based pricing strategies. • Excellent interpersonal skills, confident with strong impact and influencing skills.

Account Manager – Payments /Technology

London

£40,000 - £60,000

This is new business development role with a strong focus on client management and development. This will suit an individual who is passionate about technology, banking / financial services, payments and /or compliance and financial crime. This person will be responsible for understanding how to use the products and services to achieve more efficient payment processing across their Banking/FS sectors clients. Responsibilities: You will be assigned a group of client relationships to develop and expand the opportunity of promoting further understanding of the products and services available Consult and advise clients around the best products and services to deliver their business objectives Identify customer needs and market opportunities to develop new business across the allocated accounts Represent the business and promote the company’s portfolio of products and services by participating in and speaking at workshops, business forums and conferences Maintain market knowledge to understand further the benefits of the product portfolio to your client accounts Provide regular feedback on the market and developments as well as feedback from customers Offer advice on how to develop existing products and services to improve the client delivery Key Competencies: Ideally this role will suit someone who has worked in a fintech / PSP / vendor selling software or data solutions to financial institutions This would also suit someone who is a subject matter expert in Compliance / Financial Crime and understands payments and is keen to learn more about technology and account management (business development) Knowledge of regulations around the payments industry such as PSD2, 4th5th AMLD would be a distinct advantage Experience of account management and / or the interest to be client facing Strong communication skills – ability to interpret client requirements into solutions and an advisory approach to client development Experience and /or an interest in technology and the Banking / Financial Services sectors