Collections Manager (Financial Services)

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.

• 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.

• 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.