Momenta Group Global

We are seeking an experienced Collections Manager to lead and transform a collections team within a leading financial services firm. The successful candidate will be responsible for day to management of the team as well as and driving a full operational revamp of the collections function - introducing new processes, structure, and performance frameworks to enhance effectiveness and customer outcomes. This role is ideal for a proven leader with hands-on experience in collections, arrears, or recoveries, who can deliver operational improvements while maintaining a strong focus on fair customer treatment, vulnerability support, and compliance standards. This is a hybrid role - 4 days office based in Ipswich. Responsibilities Lead and manage a small team of collection advisors, providing coaching, training, and day-to-day leadership. Review and implement new processes, policies, and frameworks. Drive improvements in productivity, quality assurance (QA), and operational structure. Oversee vulnerability management, ensuring appropriate handling of sensitive customer cases. Develop and embed a robust QA structure and clear performance metrics for the team. Ensure all collections activity aligns with regulatory standards, treating customers fairly (TCF) principles, and company values. Essential Skills & Experience Required Experience as a Team Leader, Operations Manager, Manager, or Head of Collections. Minimum 2 years' experience working within a collections, arrears, or recoveries function in financial services. Proven track record of developing and implementing new operational processes and ways of working. Strong people management experience - training, coaching, and developing team members. Experience with vulnerability support, I&E assessments, and signposting to external support agencies. Ability to deliver results in a fast-paced, customer-focused environment. Confident communicator with the ability to influence and engage at all levels.