Head of Collections - Cardiff, United Kingdom - Starling Bank

Starling Bank

Verified Company

Cardiff, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Hello, we're Starling.

We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We're a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company.

We're a bank, but better:
fairer, easier to use and designed to demystify money for everyone. We employ more than 2,500 people across our London, Southampton, Cardiff and Manchester offices.

Closing date:
Thursday 14th September

Key Accountabilities and Responsibilities:

Work with Collections Strategy to implement optimal contact models for SME and Retail portfolios, balancing a desire to drive selfserve with ease of contact, aligned with organisational goals, ensuring effective debt recovery, minimising delinquencies, and optimising collections outcomes
Ability to see the "big picture", joining the dots quickly of how people & culture fit into the company's overall business strategy and goals
Ensure collections processes and activities comply with all relevant laws, regulations, and industry guidelines, including a working understanding of FCA regulations.
Stay up to date with regulation, including Consumer Duty, maintaining compliance.
Develop procedures to ensure adherence to regulatory requirements
Identifies how handoffs to specialist areas are best managed to ensure seamless processing and customer experience
Determines resource requirements for SME & Retail Servicing, the appropriate skill set and training requirements, collaborating with support functions to ensure this is managed effectively.
Analyses data to identify where operational improvements can be made to processes and the existing service model, designing and proposing solutions

- internal and external stakeholder management to grow relationships that deliver collections outcomes

Conduct regular reviews and analysis of performance metrics to inform strategic decisionmaking
Ensures all appropriate policies and procedures are in place and uptodate and the governance and oversight mechanisms are established and fitforpurpose, including supporting data and MI.

Requirements:

Behaviours & Competencies:

Accountable and capable leader with strong customer focus.
Strong verbal and written communication skills with the ability to tailor to the audience.
Adaptable and flexible in approach with the ability to work collaboratively and effect change and continuous improvement.
Passionate about how creating a diverse & inclusive workplace reflective of our growing customer base is paramount to the success of the business and its unique culture

Skills:

Collections Operations expertise and leadership including operating model design
Broad understanding of regulatory obligations within an unsecured portfolio and preferably government backed loans
Ability to effectively partner with different teams to deliver an effective Servicing model
Strong communication skills with the ability to influence and navigate change
Have attention to detail to ensure processes and models are robust, compliant, effective and efficient
Can influence senior stakeholders credibly based on experience, business knowledge, depth of insight, market and best practice

Benefits:

25 days holiday (plus take your public holiday allowance whenever works best for you)
An extra day's holiday for your birthday
Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
16 hours paid volunteering time a year
Salary sacrifice, company enhanced pension scheme
Life insurance at 4x your salary & group income protection
Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
Generous familyfriendly policies
Incentives refer a friend scheme
Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing