The Financial & Professional Services team is working with a financial services business to hire a Category Lead (BPO, Collections & Recoveries and Print). This FTSE250 business provides a diversified portfolio of financial products including consumer, car, and property finance as well as savings and wealth management offerings. They are currently in the process of moving towards a category management model with this newly created role centred around the key areas of Business Process Outsourcing (BPO), Collections & Recoveries and Print. Working as part of the procurement team, the ideal team member will have previous experience in developing and embedding procurement category strategies with excellent stakeholder management skills. 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. An open-door culture is at the heart of the business, and they pride themselves on differentiating from the 'old-school' corporate way of working. You'll be working with an experienced manager with strong stakeholder relationships who likes to give their team autonomy and not micro-manage. They operate a hybrid working model with a mix of remote and collaborative work in their London offices. Key Responsibilities of the Category Lead role: Leadership of the BPO, Collections & Recoveries and Print category team within the wider Procurement Team Establishing a thorough understanding of the business strategic requirements and Developing and maintaining relevant category strategies to ensure that value is optimised and risk mitigated across the end-to-end supply chain Providing proactive thought leadership input and taking accountability for delivering a roadmap of category initiatives agreed with senior stakeholders Supporting the Head of Procurement with the continued evolution of the Procurement strategy, framework and supporting processes Key Skills & Experience for the Category Lead role: Experience of developing and embedding procurement or category strategies Experience collaborating and leading cross-functional / matrix high-performing teams Experience in strategic procurement or category management within the BPO category, with a proven record of optimising supplier relationships Experience of managing complex stakeholder environments, including adopting a business partnering approach An understanding of SYSC 8 / Material Arrangements, and other key regulatory obligations related to third-party management CIPS (Chartered Institute of Purchasing and Supply) qualified or equivalent (desirable) Benefits of the Category Lead role: Competitive salary Discretionary bonus Private healthcare 25 days holiday 4x Life assurance 15% pension (5.3% employee/10% company
May 01, 2024
Full time
The Financial & Professional Services team is working with a financial services business to hire a Category Lead (BPO, Collections & Recoveries and Print). This FTSE250 business provides a diversified portfolio of financial products including consumer, car, and property finance as well as savings and wealth management offerings. They are currently in the process of moving towards a category management model with this newly created role centred around the key areas of Business Process Outsourcing (BPO), Collections & Recoveries and Print. Working as part of the procurement team, the ideal team member will have previous experience in developing and embedding procurement category strategies with excellent stakeholder management skills. 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. An open-door culture is at the heart of the business, and they pride themselves on differentiating from the 'old-school' corporate way of working. You'll be working with an experienced manager with strong stakeholder relationships who likes to give their team autonomy and not micro-manage. They operate a hybrid working model with a mix of remote and collaborative work in their London offices. Key Responsibilities of the Category Lead role: Leadership of the BPO, Collections & Recoveries and Print category team within the wider Procurement Team Establishing a thorough understanding of the business strategic requirements and Developing and maintaining relevant category strategies to ensure that value is optimised and risk mitigated across the end-to-end supply chain Providing proactive thought leadership input and taking accountability for delivering a roadmap of category initiatives agreed with senior stakeholders Supporting the Head of Procurement with the continued evolution of the Procurement strategy, framework and supporting processes Key Skills & Experience for the Category Lead role: Experience of developing and embedding procurement or category strategies Experience collaborating and leading cross-functional / matrix high-performing teams Experience in strategic procurement or category management within the BPO category, with a proven record of optimising supplier relationships Experience of managing complex stakeholder environments, including adopting a business partnering approach An understanding of SYSC 8 / Material Arrangements, and other key regulatory obligations related to third-party management CIPS (Chartered Institute of Purchasing and Supply) qualified or equivalent (desirable) Benefits of the Category Lead role: Competitive salary Discretionary bonus Private healthcare 25 days holiday 4x Life assurance 15% pension (5.3% employee/10% company
Are you looking to work in a fast growing Fintech? Do you have proven experience in managing and leading a team? Does working in a function with state of the art tools and automation excite you? Updraft, an awarding winning Fintech, is seeking a talented individual to head its Collections function. As the Head of Collections, you will lead a team that achieves the important balance of providing excellent customer support while fulfilling its purpose in Updraft. This is an exciting opportunity to play a key role in the scale up phase of a highly data-driven Fintech. This role reports to Updraft's Chief Operating Officer. Responsibilities Lead and manage the collections function, ensuring team members are equipped to deliver excellent customer support while collectively delivering functional objectives. Develop new, and improve existing, arrears management strategies and processes including payment arrangements, settlement agreements and related policies and processes. Build great relationships with existing external service providers ensuring they deliver their part in our collections effort. Build efficient processes with external debt management companies and other similar organisations that also support our customers. Deliver operational execution activity related to debt recovery and debt sales initiatives. Monitor and analyse key performance indicators to track and improve overall collection performance. Provide regular reports and updates to senior management on collection activities. Collaborate with internal stakeholders, such as engineering and customer service, to streamline collection and debt recovery activities. Stay up-to-date with relevant regulations and industry best practices. Ensure compliance with relevant regulatory requirements and industry best practices. Proven experience in a collections or debt recovery role, with at least 5 years of experience in a leadership position. In-depth knowledge of UK collections and debt recovery regulations and industry best practices. Excellent communication and interpersonal skills, with the ability to effectively manage relationships with both internal and external stakeholders. Analytical mindset with the ability to interpret data and make data-driven decisions. Knowledge of emerging technology trends and their potential impact on collections and recoveries. Ability to work under pressure and meet tight deadlines. Proficiency in using business intelligence tools like QuickSight and customer communications platforms like Intercom. Experience in operational aspects of debt sales programmes would be an advantage. If you are a highly motivated professional with a passion for driving operational excellence in the collections and recoveries space, we would love to hear from you. Join us at Updraft and be part of our mission to transform the financial industry! As an early-stage employee in a fast-moving startup, you have the opportunity to shape the structure of the organisation, team and social strategy; We support flexible working Company pension Flexibility to work at home and in the office - with the expectation that you might need to come into the London WeWork office 2 days a week Salary is negotiable depending on the candidate's experience Free coffee Team events Further enquiries and applications CV and cover letter should be sent to
May 01, 2024
Full time
Are you looking to work in a fast growing Fintech? Do you have proven experience in managing and leading a team? Does working in a function with state of the art tools and automation excite you? Updraft, an awarding winning Fintech, is seeking a talented individual to head its Collections function. As the Head of Collections, you will lead a team that achieves the important balance of providing excellent customer support while fulfilling its purpose in Updraft. This is an exciting opportunity to play a key role in the scale up phase of a highly data-driven Fintech. This role reports to Updraft's Chief Operating Officer. Responsibilities Lead and manage the collections function, ensuring team members are equipped to deliver excellent customer support while collectively delivering functional objectives. Develop new, and improve existing, arrears management strategies and processes including payment arrangements, settlement agreements and related policies and processes. Build great relationships with existing external service providers ensuring they deliver their part in our collections effort. Build efficient processes with external debt management companies and other similar organisations that also support our customers. Deliver operational execution activity related to debt recovery and debt sales initiatives. Monitor and analyse key performance indicators to track and improve overall collection performance. Provide regular reports and updates to senior management on collection activities. Collaborate with internal stakeholders, such as engineering and customer service, to streamline collection and debt recovery activities. Stay up-to-date with relevant regulations and industry best practices. Ensure compliance with relevant regulatory requirements and industry best practices. Proven experience in a collections or debt recovery role, with at least 5 years of experience in a leadership position. In-depth knowledge of UK collections and debt recovery regulations and industry best practices. Excellent communication and interpersonal skills, with the ability to effectively manage relationships with both internal and external stakeholders. Analytical mindset with the ability to interpret data and make data-driven decisions. Knowledge of emerging technology trends and their potential impact on collections and recoveries. Ability to work under pressure and meet tight deadlines. Proficiency in using business intelligence tools like QuickSight and customer communications platforms like Intercom. Experience in operational aspects of debt sales programmes would be an advantage. If you are a highly motivated professional with a passion for driving operational excellence in the collections and recoveries space, we would love to hear from you. Join us at Updraft and be part of our mission to transform the financial industry! As an early-stage employee in a fast-moving startup, you have the opportunity to shape the structure of the organisation, team and social strategy; We support flexible working Company pension Flexibility to work at home and in the office - with the expectation that you might need to come into the London WeWork office 2 days a week Salary is negotiable depending on the candidate's experience Free coffee Team events Further enquiries and applications CV and cover letter should be sent to
We are delighted to offer a unique and exciting opportunity to join a dynamic, innovative and fast-growing established fintech lender. If you are truly customer-focussed and want something different to the stuffy, corporate environment of the bigger corporates, then this role is an exciting opportunity for you. They are setting up a new Operations office in Milton Keynes, their Head Office being in London. So you would initially be working from home but once the office is opened you would be required to travel to their office in Milton Keynes up to 4 days a week. The team currently work Mon-Fri on a shift pattern between 8 - 6pm. As a senior in the team and leading by example, you will help set up the new office and team, they've created an environment that facilitates drive and ambition whilst being friendly to all styles of working. They champion experimentation, even if it sometimes means failing, in the pursuit of innovation. It's important that their goal to drive positive change starts at home in the office, and never want to stop seeking opportunities for improvement. This is an excellent opportunity for an experienced collections specialist within consumer credit, looking to join an organisation that can allow them to develop their career professionally, whilst strategically assisting the organisation to shape their collection processes and procedures. This is a very hands on role for someone to champion a focus on collection customer outcomes. Duties will include: Contribute to the effectiveness of existing collections strategies and provide feedback on how they can be optimised Subject matter expert for inbound debt management, IVA and bankruptcy notice and scaling the associated processes Provide advice to colleagues on customers in difficult circumstances on the payment options for debt recovery and deal with call escalations. Take ownership of a portfolio of customers in early-stage arrears and short- and long-term arrangements The successful individual will possess: Experience in collections from early arrears to recoveries Experience with IVA's/Debt Management administration Experience in Consumer Credit This is a great opportunity for an experienced Collections consultant to help an innovative, established fintech launch a new operations office, being part of that team from day 1.
Apr 23, 2024
Full time
We are delighted to offer a unique and exciting opportunity to join a dynamic, innovative and fast-growing established fintech lender. If you are truly customer-focussed and want something different to the stuffy, corporate environment of the bigger corporates, then this role is an exciting opportunity for you. They are setting up a new Operations office in Milton Keynes, their Head Office being in London. So you would initially be working from home but once the office is opened you would be required to travel to their office in Milton Keynes up to 4 days a week. The team currently work Mon-Fri on a shift pattern between 8 - 6pm. As a senior in the team and leading by example, you will help set up the new office and team, they've created an environment that facilitates drive and ambition whilst being friendly to all styles of working. They champion experimentation, even if it sometimes means failing, in the pursuit of innovation. It's important that their goal to drive positive change starts at home in the office, and never want to stop seeking opportunities for improvement. This is an excellent opportunity for an experienced collections specialist within consumer credit, looking to join an organisation that can allow them to develop their career professionally, whilst strategically assisting the organisation to shape their collection processes and procedures. This is a very hands on role for someone to champion a focus on collection customer outcomes. Duties will include: Contribute to the effectiveness of existing collections strategies and provide feedback on how they can be optimised Subject matter expert for inbound debt management, IVA and bankruptcy notice and scaling the associated processes Provide advice to colleagues on customers in difficult circumstances on the payment options for debt recovery and deal with call escalations. Take ownership of a portfolio of customers in early-stage arrears and short- and long-term arrangements The successful individual will possess: Experience in collections from early arrears to recoveries Experience with IVA's/Debt Management administration Experience in Consumer Credit This is a great opportunity for an experienced Collections consultant to help an innovative, established fintech launch a new operations office, being part of that team from day 1.
London £ Competitive + Benefits Hear from the team Collections and Recoveries Director About us: We're here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque. We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves. We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo. About the team: At Monzo, we believe in promoting Financial Health and supporting Vulnerable Customers. This philosophy is at the core of our customer service and experience ethos. We prioritise our customers' well-being by providing clear and easily accessible information about their finances, empowering them to make informed decisions and take control of their money. We understand that everyone's financial situation is unique, and we're committed to creating a safe space where our customers feel comfortable discussing their vulnerabilities and seeking assistance when needed. Our supportive approach uses a friendly and approachable tone of voice, ensuring that our customers feel understood, respected, and supported throughout their financial journey with us. By prioritising Financial Health and Vulnerable Customers, we aim to redefine banking and promote a positive and inclusive environment for all. About the role: We're looking for a Director to join our Operations team. You'll be responsible for Monzo's vulnerable customer strategies and policies and leading the Operational teams dedicated to supporting our most vulnerable customers. You'll also be responsible for our growing Financial Health operations, partnering closely with partners in Borrowing and our outsourced teams. You'll drive fresh thinking within this space, and help us achieve the next phase of our growth ambition. The successful person will drive forward our strategic thinking around vulnerability, accessibility and financial inclusion and will help to leverage new insights and opportunities emerging in this space whilst scaling the operations safely and efficiently. What you'll be working on: Leading the Financial Health 450 FTE, scaling and vulnerable customer operations and accountable for key performance metrics; productivity, quality, collections performance, service and costs enabling the safe delivery of change into the operation to allow us to scale and grow at pace Driving improvements in efficiency and customer experience with a high focus on quality and good customer outcomes Enhancing our vulnerable customers strategy, leveraging technology and new ways of working that drive improvements in our customer experiences and support improvements in accessibility and financial inclusion Exploring our use of channels and the channel mix we use to serve our customer needs You'll spend your time: Being a leader, not only within your own function, but also across the wider operation; sharing your experience, leading by example, spending time coaching and developing your teams and driving engagement and excitement Running a high performing operation with a strong focus on quality and customer experience Obsessing over our service ensuring we are responding to our customers timely and providing a high quality service Seeking opportunities to drive continuous improvements across the operation. Driving efficiencies, improving customer journeys and response times, reducing customer dissatisfaction and complaints as well as delivering innovation and new ways of working Continuously reviewing and challenging our metrics to make sure we have the right oversight over our performance and we are driving the right improvements Engaging confidently with senior leadership including C-suite and VPs Engaging externally with industry experts and peers in external industry forums; responding to regulatory & industry requests for information Maturing our processes and controls within your areas of responsibility to take Monzo's control environment to the next level of maturity (and scalability). Working closely with our partners across the organisation including our first and second line of defence risk teams to ensure we land change swiftly and safely You should apply if: You're an experienced Operations Director working within a UK bank or financial services company (including FinTech) You have deep subject matter expertise in customer vulnerability, accessibility, financial inclusion and supporting customers experiencing financial difficulties (in the context of Financial Services) You can influence senior stakeholders and have a track record of solving complex problems and driving operational improvements that have real tangible impact You are comfortable leading large multi site operations and have a track record of developing high performing teams and delivering outstanding results You're resilient and comfortable working in a fast paced environment where the day to day job is constantly evolving and changing You're hands-on and great at delivery & execution You're curious and collaborative - you're great at asking incisive questions to pick things up and act on them quickly. It would be a plus if you have experience at a fintech / challenger bank, and / or experience working in a scaling environment on your career journey. The interview process: Our interview process involves 4 main stages: Recruiter call Hiring Manager call Case study Full hiring loop including technical and behavioural interviews Our average process takes around 3-6 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on What's in it for you: £competitive plus stock options & benefits ️ We can help you relocate to the UK We can sponsor visas This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London). We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team. Learning budget of £1,000 a year for books, training courses and conferences And much more, see our full list of benefits here If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance. Equal Opportunity Statement We are actively creating an equitable environment for every Monzonaut to thrive. Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog , 2022 Diversity and Inclusion Report and 2022 Gender Pay Gap Report . We're an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
Jan 25, 2024
Full time
London £ Competitive + Benefits Hear from the team Collections and Recoveries Director About us: We're here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque. We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves. We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo. About the team: At Monzo, we believe in promoting Financial Health and supporting Vulnerable Customers. This philosophy is at the core of our customer service and experience ethos. We prioritise our customers' well-being by providing clear and easily accessible information about their finances, empowering them to make informed decisions and take control of their money. We understand that everyone's financial situation is unique, and we're committed to creating a safe space where our customers feel comfortable discussing their vulnerabilities and seeking assistance when needed. Our supportive approach uses a friendly and approachable tone of voice, ensuring that our customers feel understood, respected, and supported throughout their financial journey with us. By prioritising Financial Health and Vulnerable Customers, we aim to redefine banking and promote a positive and inclusive environment for all. About the role: We're looking for a Director to join our Operations team. You'll be responsible for Monzo's vulnerable customer strategies and policies and leading the Operational teams dedicated to supporting our most vulnerable customers. You'll also be responsible for our growing Financial Health operations, partnering closely with partners in Borrowing and our outsourced teams. You'll drive fresh thinking within this space, and help us achieve the next phase of our growth ambition. The successful person will drive forward our strategic thinking around vulnerability, accessibility and financial inclusion and will help to leverage new insights and opportunities emerging in this space whilst scaling the operations safely and efficiently. What you'll be working on: Leading the Financial Health 450 FTE, scaling and vulnerable customer operations and accountable for key performance metrics; productivity, quality, collections performance, service and costs enabling the safe delivery of change into the operation to allow us to scale and grow at pace Driving improvements in efficiency and customer experience with a high focus on quality and good customer outcomes Enhancing our vulnerable customers strategy, leveraging technology and new ways of working that drive improvements in our customer experiences and support improvements in accessibility and financial inclusion Exploring our use of channels and the channel mix we use to serve our customer needs You'll spend your time: Being a leader, not only within your own function, but also across the wider operation; sharing your experience, leading by example, spending time coaching and developing your teams and driving engagement and excitement Running a high performing operation with a strong focus on quality and customer experience Obsessing over our service ensuring we are responding to our customers timely and providing a high quality service Seeking opportunities to drive continuous improvements across the operation. Driving efficiencies, improving customer journeys and response times, reducing customer dissatisfaction and complaints as well as delivering innovation and new ways of working Continuously reviewing and challenging our metrics to make sure we have the right oversight over our performance and we are driving the right improvements Engaging confidently with senior leadership including C-suite and VPs Engaging externally with industry experts and peers in external industry forums; responding to regulatory & industry requests for information Maturing our processes and controls within your areas of responsibility to take Monzo's control environment to the next level of maturity (and scalability). Working closely with our partners across the organisation including our first and second line of defence risk teams to ensure we land change swiftly and safely You should apply if: You're an experienced Operations Director working within a UK bank or financial services company (including FinTech) You have deep subject matter expertise in customer vulnerability, accessibility, financial inclusion and supporting customers experiencing financial difficulties (in the context of Financial Services) You can influence senior stakeholders and have a track record of solving complex problems and driving operational improvements that have real tangible impact You are comfortable leading large multi site operations and have a track record of developing high performing teams and delivering outstanding results You're resilient and comfortable working in a fast paced environment where the day to day job is constantly evolving and changing You're hands-on and great at delivery & execution You're curious and collaborative - you're great at asking incisive questions to pick things up and act on them quickly. It would be a plus if you have experience at a fintech / challenger bank, and / or experience working in a scaling environment on your career journey. The interview process: Our interview process involves 4 main stages: Recruiter call Hiring Manager call Case study Full hiring loop including technical and behavioural interviews Our average process takes around 3-6 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on What's in it for you: £competitive plus stock options & benefits ️ We can help you relocate to the UK We can sponsor visas This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London). We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team. Learning budget of £1,000 a year for books, training courses and conferences And much more, see our full list of benefits here If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance. Equal Opportunity Statement We are actively creating an equitable environment for every Monzonaut to thrive. Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog , 2022 Diversity and Inclusion Report and 2022 Gender Pay Gap Report . We're an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.