Collections Operations Manager

You'd be responsible for overseeing all customer operations after funding, with a focus on collections performance, arrears management, customer servicing, process efficiency, compliance, and operational controls.

Key Responsibilities

• Collections Operations Management
  • Manage all post-funding operational processes across the customer lifecycle.
  • Oversee collections activities from early-stage arrears through to default management.
  • Ensure collection strategies are executed effectively and consistently.
  • Monitor arrears performance and implement actions to improve collection outcomes.
  • Manage payment arrangements, hardship cases, settlements, and account rehabilitation processes.
  • Coordinate with external collection agencies, legal providers, and recovery partners where applicable.
  • Ensure timely escalation of delinquent accounts in accordance with company policies.
• Customer Account Servicing
  • Own operational processes relating to funded customer accounts.
  • Oversee account maintenance, payment processing, amendments, restructures, settlements, and account closures.
  • Ensure customer enquiries and post-funding requests are handled efficiently and professionally.
  • Drive high standards of customer service while balancing commercial objectives.
• Operational Controls & Compliance
  • Ensure all collections and servicing activities comply with regulatory requirements, internal policies, and customer treatment standards.
  • Maintain appropriate controls, audit trails, and documentation across all post-funding activities.
  • Monitor operational risks and implement corrective actions where required.
  • Support regulatory audits, compliance reviews, and internal audits.
• Process Improvement
  • Identify operational inefficiencies and implement improvements.
  • Develop and document standard operating procedures (SOPs) for all collections and servicing functions.
  • Leverage technology and automation opportunities to improve productivity and customer outcomes.
  • Work closely with technology and product teams to enhance collections systems and workflows.
• Performance Monitoring & Reporting
  • Produce and maintain collections and servicing performance reports.
  • Monitor key performance indicators including: Provide regular reporting and recommendations to senior management.
• Team Leadership
  • Manage and develop collections employees.
  • Set performance objectives and monitor productivity.
  • Coach team members on collections best practices, compliance requirements, and customer interactions.
  • Foster a performance-driven and customer-focused culture.
• Stakeholder Management
  • Ensure smooth handoffs between origination and post-funding operations.

Skills & Experience Required

• 5-7+ years' experience in collections, loan servicing, or lending operations.
• Experience managing post-funding customer operations within a lending, consumer finance, SME lending, or fintech environment.
• Strong understanding of collections processes and arrears management.
• Knowledge of regulatory requirements relating to collections and customer treatment.
• Experience creating and improving operational processes.
• Strong analytical and reporting capabilities.
• Excellent stakeholder management skills.
• Proficiency with CRM, collections, and loan management systems.
• Experience managing outsourced collections partners.
• Experience implementing collections technology or workflow automation.
• Experience within regulated lending environments.
• Team leadership experience.

Strategic Growth & Portfolio Scaling

• Develop and execute a collections strategy that supports the projected growth of the loan portfolio, with new investments.
• Implement portfolio strategies to ensure collections activity is aligned to risk profiles, arrears stages, and customer circumstances.
• Monitor and enhance processes to support growth.
• Review and enhance collections systems, workflows, and automation capabilities to improve efficiency as account volumes increase.
• Work closely with the COO, Risk, Finance, and Operations teams to model the operational impact of portfolio growth and ensure sufficient controls are in place.
• Maintain portfolio quality by balancing growth objectives with arrears management, customer treatment standards, and recovery performance.