Head of Loan Servicing, Collections & Recoveries

OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

Join Close Brothers Motor Finance Team where you will be responsible for defining and delivering the best customer experience through strong leadership, effective strategy and efficient processes relating to all collections and recoveries activities Working as part of the Close Brothers team our ideal team member will have previous experience in Collections  in a Financial Services industry with excellent analytical skills.

RESPONSIBILITIES

Strategic Leadership:

• Shape strategic priorities for in life Servicing, Collections and Recoveries and present these to the Executives and Board.
• Develop and deliver the strategic plan for Collections aligned to overall business objectives and regulatory requirements to minimise risk and improve efficiencies within the department and across the Bank.
• Contribute to several significant projects, such as managing operational & supplier relationships through large scale transformation projects and lead on a Third-party Management framework for Collections and Recoveries.
• Align the Collections and Recoveries strategy with overall business objectives and regulatory requirements.
• Monitor industry trends and incorporate best practices to enhance C&R processes.
• Develop engagement strategies that support customers to manage their debt and achieve their financial goals.

Operational Management:

• Planning and managing resources effectively and driving process efficiency.
• Overall responsibility for management of the Collections function delivering upon set policies and ensuring fair outcomes for customers needing debt management.
• Ensure outsourced functions are operated under contracts that satisfy commercial objectives and regulatory requirements and are effectively monitored and managed.
• Challenge the current operating model and ways of working within the department and wider organisation.
• Implement and manage systems and processes to track and improve collection performance.
• Ensure effective use of technology to optimise collection efforts and efficiency.

Compliance and Risk Management:

• Support the Executive in ensuring regulatory compliance of customer service operations (e.g. Treating Customers Fairly, Consumer Protection) and constantly challenging this.
• Ensure all collection activities comply with relevant laws, regulations, and internal policies.
• Develop and maintain a robust risk management framework for collections and recoveries.
• Collaborate with risk, legal and compliance teams to address regulatory changes and challenges.
• Partner with Group Resilience team to design and implement the Operational Resilience and DORA solution across Close Brothers DAC. (Incident Management, Operational Resilience, Business Continuity, Crisis Management, Technical Recovery).

Developing Our People: as a line manager, you will be responsible for inspiring and motivating your team, as well as developing performance through coaching. You will encourage your team to take responsibility for their own personal development and provide support through regular feedback.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:

• Collections experience in a Financial Services or similar industry
• Relevant and extensive regulatory knowledge for Collections and Recoveries (including Consumer Protection and Credit Directive).
• Analytical skills - the ability to use and interpret data to drive solutions.

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at recruit.ssc@closebrothers.com or request a call back.

ABOUT US

For roles offering hybrid working: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.

To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers

To find out more about life at Close Brothers:
https://www.closebrothers.com/life-close-brothers#374017299-899295541

To find out more about our benefits:
https://www.closebrothers.com/employee-benefits

To find out more about our commitment to creating an inclusive environment:
Our Responsibility - Diversity and inclusion ¦ Close Brothers Group

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