Senior Collections Team Manager

Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

We’re looking for a Senior Collections Team Manager to join our ever-evolving SMB Collections team based in Manchester to help us unleash the potential of every business.

About the team

Our SMB Collections teams provide support to our Small to Medium Business customers, managing accounts with a strong focus on cash collection, and aged debt clearance. You’ll be part of a high-performing, fast-paced team that always strives to exceed cash and quality targets whilst operating in line with FCA, DPA and Banking Code Regulations.

Customer Experience

Our Customer Experience Worldpayers are at the heart of it all — enabling us to provide world-class support to customers. Unwavering dedication and enthusiasm, they’re always finding ways for us to grow together.

What you’ll own

• You will be managing a team of 6-8 high-performing agents in a fast-paced environment, and you will be responsible for managing performance against KPI's.
• You’ll be responsible for the planning and distribution of work to a team of Collections Advisors, ensuring there is a strong focus on cash collection and excellent customer service.
• You will work closely with a variety of internal and external stakeholders to build strong relationships, resolve customer queries and ultimately ensure the protection against loss to Worldpay via the reduction in the bad debt provision.
• As the Senior Collections Team Manager you will also be supporting the Senior Level Management Team for our Collections department with continuous improvement initiatives ranging from Collections strategy, maintenance of SOPS and acting up when required.
• This role is fast paced working across multiple platforms and lines of business with the aim of providing a first-time resolution service to a portfolio of corporate customers.
• Communication is a key part of this role, building effective internal and external business relationships.

What you bring

• Minimum of 5 years of experience in an operations leadership role, ideally within an FCA-regulated environment.
• Ability to develop, lead, and motivate a team and an understanding of how to coach, mentor and inspire people.
• Creating a culture of continuous improvement in Operations for both customer and colleagues.
• Excellent customer service skills with experience of negotiation and influence.
• Previous exposure to working in a target-driven environment.
• Understanding of Direct Debits & knowledge of bad debt reduction.

Added bonus if you have:

• Experience working with small to medium business customers.
• Understanding of BACS rules.

Accountable – You never stand still, never settle. You work at pace to achieve your goals.

Dynamic - You champion your ideas and stay flexible to make them happen. You know that every action adds up.

Determined - You stay open – winning, and failing, as one. Always looking for solutions that add value.

What makes a Worldpayer?

It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.

Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career.

Application steps

• Here’s where we’ll learn a little about you, why you want to join Worldpay, and why you’d be a good addition to our team. You’ll also need to upload your resume and a cover letter too.
• Once you’ve submitted your application, Worldpayers will review it and see if you’re a good match for the role, team and culture. If you’re successful, we’ll invite you for an interview where we can get to know each other better.
• This is the time where we get to know you better, and your opportunity to learn more about us. The best way to thrive is to bring your whole self to the conversation. We’ll ask about your skills and experiences, as well as your career aspirations. Depending on the role, you might have multiple interviews with various Worldpayers.
• If you’re the best candidate, your recruiter will be in touch to confirm your offer. If you accept, we’ll walk you through the next steps of what you can expect during your background check and onboarding process to get you ready to become an official Worldpayer.