Job Overview
As Collections Operational Effectiveness Manager, you will play a pivotal role in shaping how our collections operation performs, evolves and delivers for our customers. Sitting at the intersection of operations, strategy and data, you will be responsible for driving measurable improvements in efficiency, performance and customer outcomes. This is a highly visible role where your ability to translate insight into action will directly influence how we optimise our collections approach and maintain the right balance between commercial performance and fair customer treatment.
Day to day, you will lead a small team while working closely with operational, data and strategy partners to identify performance gaps and implement targeted improvements. You will build and evolve reporting frameworks, track key performance indicators and generate insight that informs decision making at all levels. From supporting the delivery of new strategies and enhancing operational processes, to managing stakeholders and ensuring regulatory compliance, you will be central to embedding a culture of accountability, continuous improvement and data-led performance across the collections function.
Qualifications
- Experience in collections, credit risk or receivables management within a high-volume customer environment
- Proven experience leading, coaching and developing teams
- Strong data analysis skills using tools such as SQL, Excel or BI platforms
- Experience in operational reporting and performance management
- Excellent stakeholder management and communication skills
- Experience within telecommunications or a similar consumer-led industry
- Knowledge of FCA regulations and the CONC framework
- Experience building dashboards and performance reporting suites
- Background in forecasting, including FTE planning and capacity management
- Experience driving operational change and continuous improvement initiatives
Benefits
We know life isn’t just about work, so our benefits are built to support you in the moments that matter. You’ll get Bupa healthcare, wellbeing support, life cover, a pension and generous holiday – plus your birthday off. Enjoy optional electric vehicle lease and Cycle2Work schemes, dental insurance, neurodiversity assessments, and discounts on broadband, TV and mobile. You’ll also have access to the Virgin Family platform and the O Priority app with exclusive rewards and events.
Virgin Media O is an equal opportunities employer and we work hard to remove bias and barriers. We believe a better tomorrow starts with the choices we make today, moving the dial on diversity, building equity, and putting inclusion at the heart of our business.
