Collections Operations Manager

About Us:

One third of the UK working age population are unable to access affordable credit. We at Amplifi want to rectify this issue. We aim to improve the nation’s financial health, using our state-of-the-art FinTech ecosystem, allowing ethical lending via credit unions accessible to everyone in the UK.

Amplifi Capital are one of the top ten lenders in the UK unsecured personal loans market. Through our innovative work we have grown our new customer volumes by five folds in just the last two years alone. Aiming to increase that number even further as we progress.

By the end of 2026 we are on course to be the biggest name in the UK credit union market. We at Amplifi Capital want to go beyond that, aiming to be the biggest player in the UK personal loan market for the near prime segment. Standing out against our competitors, being at the forefront of personal loans market.

We don’t just want to stop there, we have an exciting few years ahead, with the anticipated launch of the Reevo Money, our credit card product that will be launching later in the year.

People always come first at Amplifi Capital. From how we engage with our customers to the thorough recruitment process. Our journey is just getting started, the business has attracted amazing talent so far, and we don’t plan on stopping yet!

The Role:

The Collections Operations Manager leads the Financial Support Team within a consumer lending environment, ensuring fair, compliant, and empathetic support for customers facing financial difficulty. The role is critical in balancing strong customer outcomes with effective debt recovery, driving operational efficiency, and maintaining adherence to FCA regulations and internal credit risk policies.

Responsibilities include managing team performance, developing colleague capability, and embedding a culture of Treating Customers Fairly (TCF) and vulnerability awareness. With a focus on sustainable repayment solutions, the role leverages data insights to improve processes, reduce arrears, and support customers in regaining financial stability.

Responsibilities:

• Lead, develop, and manage a team of team leaders, and agents where required with handling financially vulnerable customers.
• Ensure appropriate strategies are in place to identify and support customers in financial difficulties.
• Monitor and drive operational performance against KPIs and service levels (e.g. calls answered, resolution rates, customer satisfaction).
• Ensure compliance with relevant regulatory frameworks, including FCA (CONC) and Consumer Duty
• Oversee case management processes, ensuring effective forbearance options and sustainable repayment plans are offered.
• Work closely with Compliance, Risk, and QA teams to ensure high standards of quality and audit readiness.
• Continually review and improve operational processes, customer journeys, and systems to enhance outcomes and efficiency.
• Report on performance, trends, and risk indicators to senior leadership.
• Provide leadership and coaching to develop high-performing, compassionate teams.
• Liaise with third parties such as debt charities or external collections partners as appropriate.

This is a high impact role in a fast-growing business and hence the ideal candidate would be/have/can:

• 3+ years of experience as a Consumer Credit/regulated Collections/Recoveries/Financial Support manager
• 2+ years’ experience of leading and managing team leaders.
• Experience of leading a collections team through a period of growth, transformation, or change.
• Experience of working on Salesforce (desirable).
• Sound understanding of key regulatory principles such as Consumer Duty, Treating Customer’s Fairly, CONC and Consumer Credit Act.
• Good working knowledge of relevant regulatory bodies such as FCA, PRA, OFCOM.
• You are organised and with exceptional attention to detail.
• Good working experience of operating within a contact center environment
• Work well as part of a team; decisive; goal-oriented; proactive.
• Sound working knowledge of MS Word, and Excel, and experience in task/process-based evaluation.

• Competitive salary
• 25 days annual leave
• Pension
• Discount shopping
• Private health insurance
• Sociable company
• Hybrid working (2 days from home)

Commitment:

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note that all roles are subject to pre-employment checks.

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