Admiral Group PLC

Admiral Money is entering an exciting phase of growth, and we're looking for an experienced, forward thinking leader to head up our Customer Payment Support (Collections & Recoveries) function. This is a senior leadership role with accountability for shaping and delivering the CPS strategy as the business scales-balancing strong core collections performance with innovation, automation and smarter customer support. You'll lead the evolution of our collections approach, embracing new technology and data driven insight to support customers, empower colleagues and meet regulatory and commercial objectives. As a key member of the COO Senior Leadership Team, you'll work closely with Finance, Pricing, Data, Credit & Financial Risk, Operations and Technology to deliver at pace, with strong stakeholder engagement and alignment. We're looking for a charismatic, customer centric and commercially astute leader who thrives in a test and learn environment and isn't afraid to try new ideas. This is a pivotal role in a close knit, ambitious business-offering the opportunity to make a real impact as Admiral Money continues to grow and mature. Responsibilities Leadership, People & Relationships Strategic planning combined with strong stakeholder management skills to influence and challenge senior stakeholders across the UK business. In collaboration with the Product, Digital & Operations teams, develop bespoke customer journeys and to enhance customer experience of ADMIRAL MONEY customers across these functions. Maintain relationships with departments and designated project stakeholders across the wider Group, building cross departmental understanding & collaboration to ensure deliverable plans and upward reporting of any issues. Ensure the team are appropriately supported, trained, and developed, including conducting regular one to ones and performance reviews. Building the Business & Data Lead Admiral Money CPS function; define strategy across the full Arrears lifecycle (Pre, Early, Late, Debt Sale) and lead execution across all lending products ensuring optimising the balance between automation and human interaction. Optimise process and systems to manage customer journeys, taking into consideration customer segmentation strategies for different customer needs e.g. vulnerable customers. Play a key support role in the overall Admiral Money business, shaping and delivering the vision and strategy for the customer facing COO teams. Identify continuous improvements and innovation opportunities, harnessing knowledge, creativity of the team, third party suppliers, external and internal insights, and others from across the business to support customer and business needs. Monitor and develop management information and other sources of feedback. Develop data driven business case assessments to test hypotheses quickly and ensure we are optimising our change investment to deliver maximum value. With Analytics, Design & Deliver Scoring / Analytics models to enhance strategies: Customer Scorecards & Triggers (early warning), Identify & deliver automation opportunities, Define & deliver 'Next Best Action' Strategy. Commercial Focus & Financials Strong Knowledge of P&L performance and the role CPS must play - understand key levers through increasing sales, balances, and retention, with loss performance and expense ratio performance. Responsible for customer engagement, satisfaction and focus on delivering positive customer outcomes. Supports annual budget setting, monthly reporting against budget and overall prudent budget control. Ensure clear consideration and balance between customer experience vs income performance. Risk Management Collaborate with Pricing/Credit Risk to support with driving maximum footprint and competitiveness. Demonstrate expertise in the wider regulatory and industry environments. Ensure that all risk events are reported, and that risks are appropriately identified and managed. Skills and Experience Essential A proven track record for leading, mentoring and motivating a high performance team to deliver great business results with an ability to both build and execute on a strategy successfully. Expert in Arrears process and models incl. customer engagement strategy & automation. Experience in Keep / Buy / Sell strategies for Collections and Recoveries. Drive the use of data, MI, and analytics to develop deep insights into the customer, ensuring key decisions are data driven and turning insights into actionable recommendations and execution. Leading fast paced delivering teams; expert stakeholder management (both internal and external) and cross functional communication skills. Results driven and commercially aware. A proactive and positive mindset orientated towards continuous improvement and test and learn, embracing new ideas. Strong digital/technology awareness - working with the Head of Digital/Technology to assess and develop digitisation opportunities to determine where they could be cost effectively utilised to improve performance, customer service and/or reduce costs. Awareness of project management and risk and control mechanisms. Budgeting and Financial planning. Develop a culture of audit, quality control, and compliance and with advice sought from the Head of Compliance, ensuring that all aspects Governance are managed. Experienced in debt selling. Present at Board level. Desirable Experience at a senior level within a cross functional or fast growing business area. Experience managing complex projects or programmes. Experience managing external relationships, including some contract negotiation. Proven successful track record of managing, mentoring, and coaching. Previous involvement in strategy or product development. Strong technology awareness at a sector level. Admiral: Where You Can We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We're committed to fostering a people first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service. Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave. We're proud of our people first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We're fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.