Collections Manager in Leeds

This is a Full Time vacancy. The role is for a Collections Manager with hours of 35 per week.

We are looking for a Collections Manager to join our innovative Operations Team in Leeds. As our Collections Manager, you will be responsible for the following:

• Line management responsibility for Team Leaders.
• Ensure SLA metrics are consistently achieved and appropriate actions taken to address any shortfall.
• Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against Scorecard and individual KPI’s.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
• Management of any campaign or new business implementation, including process review and strategic approach.
• Lead on customer communication literature content, with compliance sign off before released.
• To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
• Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
• Facilitate a culture of open and honest 2-way communication ensuring key messages are cascaded.
• Manage client relationships at an operational level in terms of KPI performance reviews, benchmarking positions, SLA’s and processes.
• Co-ordination of responses to any client change control requests.
• Ensure liquidation reviews are completed quarterly for each segment to assess benchmarking and profitability, and improvement plans agreed where required.
• Preparing, analysing and presenting data to the client as part of monthly performance reviews.
• Ensure resource is matched to requirements for optimised efficiencies and that all activities are productive for overall performance targets.
• Ensure integrity and accuracy of performance reporting and analysis on both site and client level.
• Ensure targeted revenue is achieved, and Operational costs are kept within budget.
• Ensure team members are supported and given the appropriate skills, ensuring absenteeism and attrition are managed to always optimise resource levels.
• Fully comply with the company's Information and Security Policy and Procedures.
• Be an ambassador for First Locate and actively practice our company values.

As a key member of our Operations Team, you will be able to demonstrate the following skills:

• Proven leadership and people-management capability, including coaching Team Leaders, conducting performance reviews, and managing absenteeism and attrition.
• Strong operational performance management skills, with the ability to meet SLA targets, analyse KPIs, and drive continuous improvement.
• Excellent client-relationship management, able to present performance data, handle change requests, and maintain professional operational partnerships.
• Commercial and analytical acumen, including understanding P&L impacts, resource planning, profitability reviews, and data-driven decision-making.
• Clear and confident communication skills, ensuring effective internal communication, accurate customer-facing content, and consistent message cascading.
• Experience in process improvement and implementation, including launching new campaigns, reviewing procedures, and ensuring compliance and quality standards.

About Us: At First Locate, an Investors in People Gold accredited organisation, we’re all about treating people fairly, communicating clearly, and doing the right thing. First Locate are one of the UK's largest outsource resources for debt resolution and payment processing. We have been a leading Debt Management business for over two decades. Our First Locate Family is made up of approx. 250 people from North and West Yorkshire who provide excellent customer service to all our clients and extended customers. Our Mission is simple: ‘Helping our clients efficiently manage their customers by providing high quality investigative and debt recovery specialists who deliver innovative and market-leading services’.

The Benefits include flexible working & family leave, Simply Health Rewards Package, Annual Bonus Scheme, and loyalty reward for length of service.