Head of Collections and Recoveries

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

Contract: Full-time, Permanent

About Us

At BNP Paribas Personal Finance, we’re part of a global banking group with a simple mission: to provide straightforward consumer finance solutions that help customers make responsible financial decisions. We partner with leading UK retailers and brands to support their customers finance purchases responsibly.

The Role

This role sits within the Operations Leadership Team and plays a key part in shaping and developing the wider operations function, currently sitting at an FTE of circa 100. Acting as deputy for the COO when required, the role demands strong credibility and influence at Director level. The postholder must possess deep expertise in UK financial services regulation relating to Collections and Recoveries (including CONC and BifD) and be accountable for designing and delivering a compliant, future-proof target operating model. The business is currently going through an exciting change in our systems and technologies, with this role being at the forefront of this. You will lead the strategy and execution of a multi-product Collections and Recoveries function within a large-scale consumer lending environment, driving operational effectiveness, efficiency, and enterprise-wide capability development.

This role carries end-to-end accountability for customer outcomes, commercial performance, and regulatory adherence across a multi-site operation, during a period of significant growth within the business. This includes leading high-performing teams, delivering strategic objectives, managing risk and conduct frameworks, overseeing MI and trend analysis, negotiating key contracts, and ensuring alignment with Group-wide initiatives. The organisation is data rich, with a wider team in place to support the successful candidate in providing insights to their stakeholders. The postholder will also leverage industry relationships to strengthen organisational capability, foster continuous improvement, and build a customer-centric, inclusive culture aligned to company values.

Key Responsibilities

• Advise and consult with the COO on deviations from the business plan, identifying and mitigating major risks and opportunities.
• Oversee C&R budgetary control, FTE management, and ensure appropriate staffing levels to support performance delivery.
• Drive C&R performance and strategy through cross-functional collaboration, governance forum participation, and influence at COMEX level.
• Ensure effective risk management through robust control systems, monitoring processes, and adherence to regulatory and partner requirements.
• Lead continuous improvement, automation, and technology initiatives to enhance efficiency, customer experience, and end-to-end journey outcomes.
• Develop high-performing, inclusive teams through performance management, benchmarking, succession planning, training, and expert advisory support for new products and business opportunities.

Skills & Attributes

• Executive-level influence with both internal and external stakeholders.
• Regulatory credibility with FCA stakeholders, alongside knowledge of CONC and BifD.
• Track record of leading large-scale transformation across a Financial Services Organisation.
• Experience of Data-led decision making at scale.
• Proven ability to align and motivate large, cross-functional teams to achieve strategic goals.

Could this be you? Making a positive impact is at the heart of everything we do. We’re looking for people who live by our values, who are positive, brave, and own it. Don’t let confidence hold you back. You don’t need to meet every requirement - if you have around 75% of the skills and the right attitude, we’d love to hear from you.

What’s in it for you

As a Top Employer UK, we offer a supportive, inclusive environment and a flexible benefits package that you can tailor to your lifestyle. Highlights include:

• Competitive salary and comprehensive package, contributory pension, and health cash plan.
• Opportunity to buy/sell holiday giving you even more control over your work-life balance.
• Flexible benefits including private medical insurance and lifestyle discounts.
• A culture that values collaboration, development, and wellbeing.

Apply now to join a team that makes a real impact.

Your Application Journey

• Call with our Talent Acquisition team.
• Informal chat with the Hiring Manager.
• Short Psychometric Test prior to Competency Based Interview.
• Competency-based interview including a short presentation (90 minutes in total).
• Final meeting with CEO and Deputy CEO.

We aim to complete the process within 3-4 weeks, depending on availability. If you’re not shortlisted, we’ll still let you know the outcome. Please note that this role may close early once we have enough suitable applicants, so apply soon.

We’re committed to creating an inclusive workplace and ensuring equal opportunities for all, regardless of age, disability, gender, identity, race, religion, sexual orientation, or background.