Controls Analyst - Collections

Salary: Competitive Salary, Discretionary Bonus + Company Benefits The Vacancy OVERALL SUMMARY At Close Brothers, we seek to recruit individuals from diverse backgrounds and encourage applications even if you don’t meet every qualification. We celebrate diversity, promote inclusivity, and are open to flexible work arrangements to support work-life balance. Join the Close Brothers Asset Finance & Leasing (CBAFL) team, reporting to the Head of Operational Governance, to oversee and assure the Collections and Recoveries (C&R) functions across business units. The role involves quality assurance, outcome monitoring (including third-party debt collection), and ensuring compliance with regulatory standards and company policies. This position ensures the organization delivers a high-quality, consistent, and fair customer journey, aligned with Principles 6 (Treating Customers Fairly) and 12 (Good Outcomes for Retail Customers). Ideal candidates will have experience in end-to-end QA monitoring, particularly within collections in a regulated environment. Strong communication skills, relationship-building abilities, and experience in preparing and presenting management information (MI) are essential. Responsibilities Quality Assurance: Design and deliver the QA monitoring plan, adjusting as needed. Maintain and develop the QA framework to ensure regulatory compliance and industry standards. Conduct risk-based sampling across various products and touchpoints. Provide reports, feedback, and recommendations for improvement. Outcome Monitoring: Develop and implement outcome testing frameworks to ensure positive customer outcomes. Monitor complaints, call recordings, and treatment of vulnerable customers. Third-Party Debt Collection Activity: Monitor third-party and internal debt collection activities for compliance and risk. Reporting and Feedback: Analyze themes and trends, identify root causes, and suggest improvements. Produce monthly reports and share insights with senior management. Collaborate across teams to share best practices. Candidate Profile Experience in QA and outcome monitoring. Knowledge of dealing with customers facing financial difficulties and regulatory requirements. Proficiency in data analysis and MI dashboards. Strong interpersonal, presentation, and communication skills. Organizational skills and ability to meet deadlines. Analytical skills, including root cause analysis. Sound judgment and problem-solving skills. Desirable Skills Knowledge of the UK/Ireland asset finance and leasing industry. Experience in coaching and providing feedback. Inclusivity and Application Process We value diversity and are committed to accessible recruitment. Adjustments are available for applicants with disabilities. Contact us at recruit.ssc@closebrothers.com for alternative formats or to discuss your needs. About Us Close Brothers is a UK merchant banking group supporting small businesses and individuals. We promote work-life balance through hybrid working and are committed to sustainability, diversity, and inclusion. #J-18808-Ljbffr