Job title: Collections Operations Manager
Reports to: COO
Department: Collections
Location: Windsor
Employment Type: Full-Time office based
Salary: 60k
Role Purpose
The Collections Operations Manager will oversee all customer operations after funding, focusing on collections performance, arrears management, customer servicing, process efficiency, compliance, and operational controls.
The role manages day‑to‑day post‑funding operations, ensuring customers receive support while improving collections outcomes, reducing potential bad debt, and maintaining compliance with FCA requirements and company policies.
Key responsibilities include overseeing collections and arrears processes, improving recovery performance, monitoring portfolio risk, implementing operational controls, and driving continuous process improvements. It also involves developing a positive team culture, supporting staff performance and development, and ensuring high levels of customer service.
Working closely with internal stakeholders, the manager will help improve operational efficiency, customer outcomes, and overall portfolio performance. The role complements the Head of Operations, who focuses on pre‑funding activities, by owning all post‑funding operational and collections activities.
Key Responsibilities
- Collections Operations Management
- Customer Account Servicing
- Operational Controls & Compliance
- Process Improvement
- Performance Monitoring & Reporting
- Team Leadership
- Stakeholder Management
Skills & Experience Required
- 5‑7+ years of experience in collections, loan servicing, or lending operations
- Experience managing post‑funding customer operations in lending, consumer finance, SME lending, or fintech
- 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
