Collections Manager

Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues.

Hours: Full time, FTC until June 2026.

A bit about us:

At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.

The Role:

The Collections Manager at BNP Paribas Personal Finance UK leads the Collections & Vulnerable Specialist Team, supporting customer and colleague experience, ensuring compliance with Consumer Duty and risk standards, and driving operational efficiency and cost control.

Key Responsibilities:

• Lead and manage a team of Team Managers to deliver key arrears services across multiple products, ensuring a customer-focused approach.
• Oversee the end-to-end arrears journey, meeting commercial goals, SLAs, and KPIs while maintaining operational efficiency and addressing customer vulnerabilities.
• Drive department development aligned with business objectives, including team training, best practice adherence, and risk minimization.
• Implement process and policy improvements to enhance customer satisfaction, addressing root causes from performance, risk factors, and feedback.
• Accountable for managing approximately 100 employees, ensuring a positive hybrid working culture.
• Oversee resource allocation, cost control, compliance, call quality, customer conduct risk, credit control, and associated departmental activities.

Skills & Attributes:

• Proven experience leading a team of approximately 100 employees, including direct line management of managers.
• Proven experience in a Collections environment.
• Ability to manage people & drive positive change.
• Stakeholder management.
• Understanding of Lean Six Sigma methodologies & tools (Desirable).

What’s in it for you?

Joining BNP Paribas Personal Finance means becoming part of a Top Employer UK dedicated to making a difference to the lives of our customers. Along with a fulfilling career, you'll be able to enjoy a benefits package which you can tailor to your lifestyle and needs, with key highlights including:

• Competitive salary and a contributory pension scheme.
• Access to our Health Cash Plan Scheme.
• A multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out.
• The opportunity to buy and sell holidays, giving you even more control over your work-life balance.

Could this be you?

Making a positive impact is at the heart of everything we do – whether for our colleagues, customers, partners, or the community. We live by our values: We’re positive, we’re brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back – there’s no such thing as a ‘perfect’ candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you're considering a career change or exploring a sector jump, we welcome applicants with transferable skills.

Apply now to express your interest and discover how you can make a meaningful contribution to our dynamic team.

To learn more about careers at BNP Paribas Personal Finance UK, visit our website.

Equal Opportunities Disclaimer: BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.