Conduct Risk / Debt Manager
7 days left
Financially strong European business operating in five different geographies, with over 10+ million customer accounts, delivering strong financial returns. This is an opportunity for a Conduct Risk / Collections / Debt Manager to be based in Manchester. Working with a panel of specialised collections companies who play an essential part in the delivery of positive customer journeys and ensuring robust financial performance of our partners.
Develop relationships with outsourced UK debt collection partners to ensure appropriate servicing solutions exist for all customers
Optimise the customer experience, focussing on effective risk management to ensure fair outcomes for customers, taking responsibility for all customer communications made by outsourced servicing partners.
Work with 1st and 2nd line assurance teams to understand the output of their independent conduct testing programme
Support in the design and implementation of our businesses external partner management framework including the balanced scorecard and the understanding of operational KPI's and conduct based metrics
Analyse performance trends, opportunities and shortfalls within our Network to improve performance and design solutions to remediate any underperformance
Manage collections within budget for their respective servicing partners and underlying customer base
Work closely with the strategy and analytics team to develop and implement strategies to enhance performance
Engage and support the Implementation teams to effectively on-board new portfolios of customer accounts
Work with UK operations to lead them to achieve cost savings and effective service provision
Ensure operational processes at Partners are compliant with our standards and regulations.
Skills / Experience
Previous experience of working in a Regulated Environment and knowledge of Risk Management e.g. FCA, CONC, Conduct Risk, would be very beneficial
Strong communicator and negotiator with positive influencing and interpersonal skills
Experience of dealing with senior internal and external stakeholders
Experience of working in a fast paced and ever evolving organisation
Shows commercial acumen and results focused attitude
Adept at managing competing priorities with challenging deadlines
Risk aware - anticipates risks and minimises impacts
Good understanding of Customer needs and an empathetic approach
Background in Financial Services is desirable
Experience of account management and/ or management of third-party suppliers