At a Glance
- Tasks: Oversee and optimise performance of debt collection agencies while ensuring compliance and customer satisfaction.
- Company: Dynamic debt recovery firm focused on ethical practices and innovation.
- Benefits: Competitive salary, professional development opportunities, and a supportive work environment.
- Other info: Join a team that values growth, collaboration, and industry best practices.
- Why this job: Make a real impact in the financial sector while enhancing your leadership skills.
- Qualifications: Experience in managing third-party collections and knowledge of compliance regulations.
The predicted salary is between 45000 - 55000 £ per year.
The purpose of the Debt Collections Agency Manager is to oversee and optimise the performance of the Company’s panel of third-party debt collection agencies (DCAs). This role is critical in ensuring that external partners operate in alignment with business objectives, regulatory standards, and customer experience expectations within a B2B commercial debt environment.
Scope of the Role:
- Direct Reports: None
- Reports to: Head of Debt Strategy
Responsibilities of the role:
- Manage relationships with a panel of approved DCAs, ensuring contractual compliance and performance delivery.
- Monitor and analyse agency performance metrics (recovery rates, cost-to-collect, customer complaints, queries etc.).
- Conduct regular reviews, audits, and scorecards to assess agency effectiveness.
- Ensure there is accurate and transparent alignment of responsibility of debt allocated to DCAs.
- Lead onboarding and offboarding processes for DCAs, including due diligence and contract negotiation.
- Collaborate with internal teams (Legal, Compliance, Risk, Customer Service) to ensure agencies adhere to regulatory and ethical standards.
- Explore, develop and implement strategies to improve collections outcomes while maintaining customer dignity and brand reputation.
- Identify and escalate risks related to DCA conduct, data handling, or regulatory breaches, ensuring appropriate governance and remediation.
- Support the integration of digital tools and automation to enhance DCA oversight and performance monitoring.
- Review and approve 3rd party invoices.
- Resolve escalated issues between agencies and internal stakeholders.
- Stay current with industry trends, regulatory changes, and best practices in debt recovery.
- Prepare reports and insights for senior leadership on agency performance and portfolio health.
Success Measures:
- Increase in the percentage of total assigned debt successfully recovered by DCAs and reduce the time taken.
- Accurate reporting on the comparative performance of each agency in terms of net recoveries.
- Consistent percentage of agencies meeting service level agreements.
- Improved portfolio coverage with eligible debt placed with the most effective agency.
- Segment debt portfolios and tailor DCA strategies based on data insights and customer profiles.
Experience:
- Proven experience managing third-party collections or vendor relationships in a financial services or regulated environment.
- Comprehensive knowledge of debt recovery legal/enforcement processes, consumer credit regulations, and compliance frameworks (e.g., FCA, GDPR).
- Comprehensive knowledge of the regulatory and legal requirements impacting B2B sales organisations.
- Experience with collections systems, CRM platforms, and data analytics tools.
- Experience working within the Utilities, Telecoms or similar site based service industry.
Skills:
- Excellent negotiation, communication, and stakeholder management skills.
- Analytical mindset with experience in performance tracking and reporting.
- Ability to balance commercial outcomes with customer fairness and regulatory compliance.
- The self-awareness to identify own development needs and the desire to continually improve both self and the team.
- A confident and concise communication style.
Qualifications and other requirements:
- Professional certifications in credit management or compliance (desirable).
- Location: Within commuting distance of Sale, Manchester.
Debt Collection Agency Manager; Debt Operations employer: The FR Group
As a Debt Collection Agency Manager in Manchester, you will thrive in a dynamic work environment that prioritises employee growth and development. Our company fosters a collaborative culture where your contributions are valued, and we offer competitive benefits alongside opportunities for professional advancement. Join us to make a meaningful impact in the debt recovery sector while enjoying the unique advantages of working in a vibrant city known for its rich history and diverse community.
StudySmarter Expert Advice🤫
We think this is how you could land Debt Collection Agency Manager; Debt Operations
✨Tip Number 1
Networking is key! Get out there and connect with professionals in the debt collection and financial services industry. Attend events, join relevant groups on LinkedIn, and don’t be shy to reach out for informational chats. You never know who might have a lead on your dream job!
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to debt recovery and customer service. Tailor your responses to show how your experience aligns with their goals, especially in managing third-party relationships and compliance.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to improve performance metrics in previous roles. Bring examples of how you’ve monitored agency performance or implemented strategies that led to better recovery rates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search. Make sure to highlight your relevant experience in debt operations and vendor management!
We think you need these skills to ace Debt Collection Agency Manager; Debt Operations
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Debt Collection Agency Manager. Highlight your experience with third-party collections and any relevant regulatory knowledge. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've managed vendor relationships or improved collections outcomes in the past.
Showcase Your Analytical Skills:Since this role involves monitoring performance metrics, be sure to mention any experience you have with data analytics tools. We love candidates who can demonstrate their analytical mindset and how it has led to successful outcomes.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at The FR Group
✨Know Your DCAs
Before the interview, research the debt collection agencies you’ll be managing. Understand their performance metrics and any recent news about them. This will show your potential employer that you’re proactive and knowledgeable about the industry.
✨Showcase Your Analytical Skills
Be prepared to discuss how you've used data analytics in previous roles. Bring examples of how you've monitored performance metrics or improved recovery rates. This will demonstrate your analytical mindset and ability to drive results.
✨Prepare for Scenario Questions
Expect questions about how you would handle specific situations with DCAs, such as resolving disputes or ensuring compliance. Think through your responses ahead of time, using the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Highlight Your Stakeholder Management Experience
Since this role involves collaboration with various internal teams, be ready to share examples of how you've successfully managed relationships with stakeholders. Emphasise your communication skills and ability to balance commercial outcomes with customer fairness.
