At a Glance
- Tasks: Lead customer financial support strategy and improve outcomes for customers in financial difficulty.
- Company: Join Close Brothers, a leading UK merchant banking group with a focus on inclusivity.
- Benefits: Enjoy hybrid working, private medical care, gym discounts, and a supportive work environment.
- Other info: Dynamic role with opportunities for personal development and career growth.
- Why this job: Make a real impact by shaping financial support strategies and helping customers thrive.
- Qualifications: Experience in financial services leadership and strong stakeholder management skills required.
The predicted salary is between 53809 - 65767 £ per year.
At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
As Head of Customer Financial Support, you will lead the strategy, performance and governance of our financial support operations across Motor Finance and Premium Finance. You will be responsible for shaping the future direction of our approach to customers in financial difficulty, balancing good customer outcomes, regulatory requirements and commercial performance.
Working closely with Executive stakeholders, Credit Risk, Compliance and Operations leaders, you will drive strategic improvements to customer support strategies, influence decision making across the division and ensure we continue to deliver market-leading outcomes for customers whilst protecting the business from avoidable losses.
We are seeking an experienced Head of function who is comfortable working autonomously, setting direction, influencing senior stakeholders and identifying improvement opportunities.
RESPONSIBILITIES
- Strategic Leadership
- Set the strategic direction for Customer Financial Support across the Retail Division, ensuring alignment with business objectives, regulatory expectations and customer needs.
- Partner with senior leaders across Credit Risk, Finance, Operations, Compliance and Conduct Risk to identify opportunities to improve collections, recoveries and forbearance strategies.
- Lead the development and delivery of initiatives that improve customer outcomes whilst reducing bad debt and avoidable losses.
- Provide thought leadership and challenge to influence decision making at Executive and senior governance forums.
- Anticipate emerging risks, market developments and regulatory changes, developing appropriate responses and recommendations.
- Financial Difficulty Section
- Work in partnership with Credit Risk to review, challenge and enhance collections and recovery strategies, ensuring an appropriate balance between customer outcomes, risk appetite and commercial performance.
- Utilise insight, MI and customer data to identify trends, recommend strategic interventions and drive continuous improvement.
- Own the performance framework for Customer Financial Support, ensuring clear accountability for customer, operational and financial outcomes.
- Risk & Compliance Section
- Represent Customer Financial Support at senior governance forums, providing clear recommendations and influencing business decisions.
- Prepare and present high-quality Executive papers and governance updates, translating complex information into clear and actionable insights.
- Ensure adherence to Consumer Duty, FCA requirements and internal governance standards whilst supporting business growth objectives.
- Developing Our People: as a line manager, you will be responsible for inspiring and motivating your team, as well as developing performance through coaching. You will encourage your team to take responsibility for their own personal development and provide support through regular feedback.
WE WOULD LOVE TO HEAR FROM YOU IF HAVE/ARE:
- Proven experience operating in a Head of function role within Financial Services.
- Demonstrable experience influencing and managing senior stakeholders across Operations, Risk, Compliance and Executive leadership teams.
- Strong strategic thinking capability with the ability to translate vision into practical execution.
- Experience working closely with Credit Risk teams to develop, review and enhance collections, recoveries or customer support strategies.
- A track record of delivering improvements in customer outcomes whilst managing commercial and risk considerations.
- Excellent written and verbal communication skills, with the ability to prepare and present Executive papers, Board reports and governance materials.
- Strong analytical and problem-solving skills, using data and insight to drive decision making.
- Experience leading large operational teams through change and transformation.
- Knowledge of vulnerable customer requirements, Consumer Duty and financial difficulty regulations.
- The confidence and credibility to operate autonomously, make informed decisions and challenge constructively when required.
We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities.
ABOUT US: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working. Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland.
Head of Customer Financial Support in London employer: Close Brothers Group
Close Brothers Group is an exceptional employer that prioritises employee development and a collaborative work culture, making it an ideal place for those looking to grow in the Facilities & Workplace Services sector. With a strong commitment to sustainability and operational excellence, employees benefit from a supportive environment that encourages innovation and teamwork, all while working in dynamic UK locations that foster a sense of community and purpose.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Financial Support in London
✨Tip Number 1: Tap Into Professional Networks
The finance world loves a good connection, so jump into industry-specific groups on platforms like LinkedIn where you can find discussions on financial controlling. Engaging in these communities can expose you to hidden job leads that aren't openly advertised!
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Make it a mission to attend finance-related events and conferences, even virtual ones! This is a golden opportunity to network face-to-face with people from companies like Close Brothers Group. You never know who might be your next boss or a crucial contact!
✨Tip Number 3: Showcase Your Expertise
Consider writing articles or sharing insights related to financial controlling or industry trends. Publish these on platforms like LinkedIn to establish yourself as a knowledgeable player in the field. This not only increases your visibility but also catches the attention of recruiters from Close Brothers Group.
✨Tip Number 4: Apply Directly on Company Websites
Since you're going for a full-time gig, don't forget to keep an eye on the careers page of companies you're interested in, like Close Brothers Group. Many companies prefer candidates who apply through their website as it shows genuine interest and makes your application stand out!
We think you need these skills to ace Head of Customer Financial Support in London
Some tips for your application 🫡
Show Off Your Numbers Game:In financial controlling, detail is everything! Make sure your CV showcases your proficiency with numbers—highlight any relevant experience in budgeting, forecasting, or working with financial software. Quantifying your past achievements will make you stand out, so don’t be shy about flaunting those impressive percentages or cost savings you've implemented.
Tailored Cover Letter is Key:Your cover letter is a chance to shine, especially for a full-time role. Use it to express your genuine interest in Close Brothers Group and the specific impact you hope to make in financial controlling. Mention any relevant qualifications or experiences that align with the company’s goals, and don’t forget to show that you're ready for a long-term commitment!
Certifications Matter:List relevant certifications such as ACCA or CIMA on your CV. These qualifications not only showcase your dedication to the field but also your technical competence in financial principles. If you have any ongoing training or courses, make sure to mention those as well to demonstrate your commitment to continual learning in financial controlling.
Don’t Overlook Soft Skills:While numbers are crucial, so are those soft skills! Financial controllers need strong communication and analytical reasoning abilities. We recommend embedding examples of these skills in your CV and cover letter, like how you’ve successfully delivered financial reports to stakeholders or collaborated with teams to improve processes. Let’s show Close Brothers Group how you can be a team player!
How to prepare for a job interview at Close Brothers Group
✨Brush Up on Technical Skills
Make sure you're comfortable with key financial concepts, especially around forecasting, budgeting, and variance analysis. Sometimes, interviewers may throw in technical questions or case studies, so practicing these types of scenarios will help you shine!
✨Showcase Your Financial Acumen
If you've had experience with specific financial software like SAP or Oracle, make it known! Be ready to discuss how you used these tools to improve processes or reporting, as this hands-on knowledge can really set you apart in a full-time role with Close Brothers Group.
✨Know Your Numbers
In full-time interviews, especially in financial controlling, be prepared for numerical reasoning tests or questions. Brush up on your mental maths and understand how to interpret and analyse financial statements on the spot, as this may come up during the assessment.
✨Connect with Company Goals
Familiarise yourself with Close Brothers Group's financial objectives and any recent developments. During the interview, try to weave your understanding of their business model and challenges into your answers—this shows your genuine interest and alignment with their goals!
