We are looking for an experienced manager to own collections end to end strategies for Unsecured Collections and Recoveries. The role holder will be responsible for owning collections strategies, including contact timing, channel and Forbearance tooling and criteria across all Unsecured customers (Cards, Loans, Overdrafts and Small Business).
You will manage a team of Specialists and have next-level management responsibility for a team of Analysts and Senior Analysts, with responsibility to ensure their ongoing development. You will also have significant experience managing individual and team workloads, making priority calls to ensure strategy optimisation is appropriately balanced against regulatory compliance. You will be the face of Unsecured collections strategy, building relationships strong but challenging relationships with key stakeholders including Operations, Commercial and other Senior Managers within the Collections and Recoveries team.
This is a 12-month secondment opportunity.
At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
For this job, you'll be assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be monthly in Leeds. If your application is successful, your hiring manager will provide further details on how this works.
Virgin Money is now part of Nationwide
Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.
You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.
Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.
Responsibilities
What you’ll be doing
You will take ownership of all Collections strategies across Unsecured Collections and Recoveries, including customer contact approaches and forbearance tooling. This role involves managing the day-to-day development and prioritisation of strategic changes, working closely with Engagement and Operations teams, as well as key stakeholders across Risk, Finance, and Commercial functions. Acting as the face of Unsecured Collections, you will represent the Collections and Recoveries Strategy and Operations team in stakeholder forums, serving as the first point of contact for queries relating to performance.
You will also support integration programmes, providing detailed knowledge and technical expertise. You will play a key role in shaping and enhancing Management Information (MI), partnering with the MI team to strengthen the control environment and generate deeper insights into strategy effectiveness. The position requires regular engagement with external suppliers who support the execution of collections strategies, as well as deputising for the Senior Strategy Manager when required, including participation in governance forums and preparation of reports up to Board level.
In addition, you will provide effective challenge and collaboration with operational and change teams to ensure the safe and compliant delivery of strategic changes.
About you
For this role, you will have:
Excellent communication and influencing skills
Experience of collaborating with people at all levels across the organisation to achieve the best possible result for the Business and Customer
Extensive Knowledge of Collections processes and practices, especially in relation to regulatory expectations
Experience of leading a strategy team within a UK Financial Services Collections and Recoveries function
Strong analytical skills with SAS/SQL programming skills
Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:
Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes
You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.
Qualifications
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
25 days holiday, pro rata
Access to private medical insurance
A highly competitive pension to help you build a strong foundation for retirement
Access to an annual performance-related bonus
Training and development to help you progress your career
A great selection of additional benefits through our salary sacrifice scheme
Life assurance to provide peace of mind for you and your loved ones in the event of your death
Wellhub – access to a range of free and paid options for health and wellness
Up to 2 days of paid volunteering a year
Banking – but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.
If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.
At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.
We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.
What to do next
If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.
We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
The hiring manager for this role is Nick Royston, and the main recruitment contact is Angela Darbar.
Contact Details:
Nationwide Building Society Recruitment Team
