Conduct Risk / Debt Manager

7 days left

North East England
09 Sep 2020
07 Oct 2020
Job Type
Risk, Risk Management
Employer Sector
Financial Services
Contract Type
Full Time

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.

Core Responsibilities:

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

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