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Senior Collections Manager

  • Location: Leeds
  • Salary: £80,000 per year
  • Job Type:Permanent

Posted about 1 month ago

  • Sector: Customer Contact
  • Contact: Natasha Goldstone
  • Contact Email:
  • Contact Phone: 0161 883 2740
  • Expiry Date: 17 April 2024
  • Job Ref: NG11538

Senior Collections Manager

This company is seeking a Senior Collections Manager to lead the Mortgage Payment Support Department in directing the recovery of delinquent mortgage accounts and optimizing payment support processes. The successful candidate will champion fair customer outcomes through robust risk-management, ensuring remarkable support to customers in times of financial hardship.

Key Responsibilities

  • Lead the Mortgage Payment Support department to deliver their critical role in minimizing financial losses while ensuring the efficient and compliant collection and recovery of outstanding mortgage arrears and preserving customer relationships.

  • Lead a cultural transformation within the team, inspiring colleagues to embrace adaptability, manage diverse workloads, and proactively meet customer demands through their channel of choice.

  • Cultivate a high-performance culture with leaders focused on in-the-moment training, feedback and coaching to enhance the colleagues’ capabilities and the customer’s experience with this company.

  • Define and monitor key performance indicators (KPIs) to measure the effectiveness of the department, regularly reporting on progress.

  • Drive a customer-centric culture, implementing strategies for customer engagement and communication during the collections process.

  • Collaborate with cross-functional stakeholders and manage relationships with third parties, to ensure all collection practices adhere to industry regulations, legal requirements, and internal policies and standards.

  • Utilize data-driven insights to deliver fair outcomes to customers through robust risk management and effective operational resilience.

  • Lead operational teams to ensure quality is effectively managed. Lead the implementation of this company's Policies, developing colleague competence in regulatory compliance and effective first-line risk management, safeguarding both customers and the organization.

  • Develop and implement departmental strategies for optimizing the mortgage payment support process, identifying opportunities for automation and efficiency improvements.

Skills, Knowledge and Experience

  • Proven experience in a Collections & Recoveries position, preferably in a senior leadership role, and in-depth knowledge of mortgage collection regulation.

  • Strong leadership and team management skills with a track record of developing high performing teams.

  • Exceptional analytical and problem-solving abilities with the capability to make data-driven decisions.

  • Significant experience of leading transformational change in a Collections & Recoveries operation.

  • Evidence of professional learning and development to build and maintain skills and expertise.

  • Senior level experience of collaboration with multiple teams and stakeholders to ensure that service delivery is aligned with other business areas and channels.

  • Experience in the development and implementation of effective performance/scorecard measures which are applied to drive improvements including quantifiable customer and business benefits.

  • Senior level experience of collaboration with regulatory bodies and suppliers to drive proactive, efficient, compliant, and timely service delivery.


Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

If you would like this job advertisement in an alternative format, please contact MERJE directly.