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For Companies At a Glance
- Tasks: Lead and manage collections operations, ensuring compliance and customer satisfaction.
- Company: Zilch, a fast-growing payment tech company with a mission to empower customers.
- Benefits: Competitive salary, private medical insurance, hybrid working, and professional development opportunities.
- Why this job: Join a dynamic team and make a real impact in the fintech space.
- Qualifications: Proven experience in collections operations and strong stakeholder management skills.
- Other info: Exciting growth plans and a culture that values innovation and collaboration.
The predicted salary is between 72000 - 84000 £ per year.
Overview
We are looking for a seasoned leader to oversee the day-to-day management of Zilch\’s collections and recoveries function. In this role, you will be accountable for bringing the central Credit Risk, Fraud & Collections Strategy team\’s plans to life – driving operational delivery, ensuring compliance, and achieving fair customer outcomes. The Head of Collections Operations will lead internal teams as well as external BPOs and Debt Recovery Agencies (DRAs), ensuring consistent execution, efficiency, and customer-first practices. This position is hands‑on, focused on operational delivery, reporting into senior leadership with responsibility for execution rather than enterprise strategy design.
Responsibilities
- Lead, motivate, and develop internal collections teams and external partners, ensuring performance against agreed KPIs and SLAs.
- Convert high‑level strategy into clear processes, workflows, and team objectives.
- Foster a culture of ownership, performance, and customer care.
Collections & Recoveries Execution
- Oversee operations across early arrears, late arrears, and debt recovery stages.
- Guarantee compliance with FCA requirements and other relevant regulations.
- Monitor and manage outsourced partner and DRA delivery through structured governance and quality standards.
Performance & Continuous Improvement
- Own and deliver operational performance reporting, escalating risks and emerging issues as required.
- Enhance efficiency and scalability of collections through automation, process refinement, and innovative approaches.
- Drive digital‑first initiatives to strengthen customer experience and repayment outcomes.
Collaboration & Influence
- Partner with Product, Engineering, Risk, and Compliance teams to embed operational needs into new products and services.
- Provide insights into customer repayment behaviours to inform wider business and risk decisions.
- Communicate operational risks clearly and promptly to senior stakeholders.
Governance & Oversight
- Deliver clear, accurate reporting on collections operations to senior leadership.
- Ensure ongoing regulatory compliance, audit readiness, and high conduct standards.
- Track portfolio performance and recovery outcomes from an operational standpoint.
Qualifications
- Proven track record leading collections operations within consumer lending, fintech, or broader financial services.
- Experience managing both internal teams and outsourced providers.
- Strong knowledge of FCA regulation and collections governance standards.
- Operationally focused – with expertise in process optimisation, workforce planning, and automation.
- Excellent stakeholder management and collaboration skills.
Desirable
- Background scaling collections functions in a fintech or digital‑first business.
- Familiarity with advanced collections technologies and digital customer tools.
About Zilch
Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest‑free and with no late fees. Pretty great, right?
We started in 2018 with a small team and a big dream – to make credit accessible to all. Since then, we\’ve achieved double unicorn status and taken on more than 5 million customers. There are some exciting projects coming up and we\’ve got big growth plans.
Compensation & Savings
- Pension scheme
- Death in Service scheme
- Income protection
- Permanent employees enjoy access to our Share Options Scheme
- 5% back on in‑app purchases
- £200 for WFH Setup
Health & Wellbeing
- Private Medical Insurance including
- GP consultations (video, telephone or face‑to‑face)
- Prescribed medication
- In‑patient, day‑patient and out‑patient care
- Mental health support
- Optical, dental & audiological cover
- Physiotherapy
- Advanced cancer cover
- Menopause support
- Employee Assistance Programme including
- Unlimited mental health sessions
- 24/7 remote GP & physiotherapy
- 24/7 helpline for emotional & practical support
- Savings & discounts on everyday shopping
- 1:1 personalised well‑being consultations
- Gym membership discounts
Family Friendly Policies
- Enhanced maternity pay
- Enhanced paternity pay
- Enhanced adoption pay
- Enhanced shared parental leave
Learning & Development
- Professional Qualifications
- Professional Memberships
- Learning Suite for e‑courses
- Internal Training Programmes
- FCA & Regulatory training
Workplace Perks
- Hybrid Working
- Casual dress code
- Workplace socials
- Healthy snacks
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Head of Collections employer: Zilch Inc UK
Contact Detail:
Zilch Inc UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Collections
✨Tip Number 1
Network like a pro! Reach out to your connections in the fintech and collections space. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by diving deep into Zilch’s mission and values. Understand their approach to customer care and compliance. When you can speak their language and show how your experience aligns with their goals, you’ll stand out from the crowd.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've motivated teams and driven performance in previous roles. Highlight your experience with KPIs and SLAs to demonstrate your operational focus.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Zilch team. Let’s make it happen!
We think you need these skills to ace Head of Collections
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Head of Collections. Highlight your experience in leading collections operations and managing teams, as well as any specific achievements that align with our goals at Zilch.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about collections and how your background makes you the perfect fit for our team. Don’t forget to mention your understanding of FCA regulations!
Showcase Your Leadership Skills: We want to see how you've motivated and developed teams in the past. Share examples of how you've driven performance and fostered a customer-first culture in your previous roles.
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your enthusiasm for joining Zilch and to keep track of your application!
How to prepare for a job interview at Zilch Inc UK
✨Know Your Numbers
As the Head of Collections, you'll need to demonstrate your understanding of KPIs and SLAs. Brush up on relevant metrics and be ready to discuss how you've driven performance in previous roles. Show them you can convert high-level strategies into actionable results!
✨Showcase Your Leadership Style
This role requires leading both internal teams and external partners. Be prepared to share specific examples of how you've motivated and developed teams in the past. Highlight your approach to fostering a culture of ownership and customer care.
✨Understand Compliance Inside Out
Familiarity with FCA regulations is crucial. Make sure you can speak confidently about compliance standards and how you've ensured adherence in your previous positions. This will show that you take governance seriously and can maintain high conduct standards.
✨Bring Ideas for Innovation
Zilch is looking for someone who can enhance efficiency through automation and innovative approaches. Think about any digital-first initiatives you've implemented before and be ready to discuss how they improved customer experience and repayment outcomes.