Senior Operations & Collections

Role: Senior Operations & Collections

Location: Kent

Salary: Negotiable Depending on Experience

OVERVIEW

Customer Management are responsible for helping our customers throughout the lifetime of their agreement. This can include customers that are not able to meet the financial obligations, may need customer service-related support or have a complaint regarding their agreement. We work with the customers, ensuring we put their needs first and balancing this with the business requirements, as well as recognising any vulnerabilities. The Customer Management department are part of the wider Operations department and work closely with the Loan Originations team to provide an excellent service to our customers.

The Operations Optimisation Manager/ Senior Operations & Collections role works across multiple internal teams as well as customer facing processes and suppliers, collaborating with all areas of our business to support the companies’ initiatives. Strong knowledge of technology, as well as the ability to understand and document processes, implement controls and manage business change for the Customer Management department are essential for this role. A particular focus on collections strategy and how this all impacts the company, and the customer is a priority.

RESPONSIBILITIES

• Act as part of cross-functional teams who design, implement, and control processes and strategies ensure a high standard of service to our customers.
• Collaborating and gathering detailed requirements, from all levels across the business, considering the end-to-end impacts, relative business priority, impact on customers and commercial value.
• Where more than one potential solution exists to meet the business requirement, present options to establish benefits, constraints and risks of each option, presented in a structured way to assist stakeholder decisions.
• Lead and / or support in addressing system incidents and issues in process and or strategy.
• Proactively mitigate potential issues before they impact customers or business operations.
• In conjunction with the wider business, develop and maintain a robust incident management process to quickly investigate, respond to and resolve incidents.
• Track implementation and progress of corrective actions to prevent recurrence.
• Act as a bridge between the Customer Management team and the analytics/technology/finance teams to design solutions that work within deadlines and resource availability. Remain highly aware of business priorities to ensure that resources are allocated to the right areas.
• Help drive enhancements and initiatives through the entire change lifecycle, from idea to implementation (including training, communication, and reporting), creating and tracking User Stories.
• Understand and follow regulatory body compliance policy and internal risk controls as part of the solution design.

PERSONAL SPECIFICATION

• Exhibits analytical skills and problem-solving abilities.
• Solution and process oriented; able to understand existing processes and create new or amend existing ones to provide better business solutions.
• Excellent organisation and planning; a natural at multi-tasking and context switching.
• Resilient and not afraid of taking ownership and responsibility.
• Comfortable identifying and raising issues, particularly where driving good outcomes for customers are concerned.
• Some experience of undertaking Business Analyst or related activity, ideally in the regulated financial services sector.

EXTRA INFORMATION

• Office hours are between 8am-7pm, you should complete 7.5 hours a day, covering core working hours to best collaborate with the other relevant teams and managers
• Hybrid working available after training completed (3 days in the office as a minimum)
• Experience in a financial services Environment.

Please contact Vicky for more information.