Collections Operations Manager

Job title: Collections Operations Manager

Reports to: COO

Department: Collections

Location: Windsor

Employment Type: Full-Time office based

Salary: 60k

Role Purpose

The Collections Operations Manager will be responsible for overseeing all customer operations after funding, with a focus on collections performance, arrears management, customer servicing, process efficiency, compliance, and operational controls.

The role will manage the day-to-day running of post-funding operations, ensuring customers receive appropriate support while improving collections outcomes, reducing potential bad debt, and maintaining compliance with FCA requirements and company policies.

Key responsibilities include overseeing collections and arrears processes, improving recovery performance, monitoring portfolio risk, implementing operational controls, and driving continuous process improvements. The role will also be responsible for developing a positive team culture, supporting staff performance and development, and ensuring a high level of customer service.

Working closely with internal stakeholders, the Collections Operations Manager will help improve operational efficiency, customer outcomes, and overall portfolio performance.

This role complements the Head of Operations, who is primarily focused on new business originations and pre-funding activities, by taking ownership of all post-funding operational and collections activities.

Key Responsibilities

• Collections Operations Management

• Customer Account Servicing

• Operational Controls & Compliance
• Process Improvement

• Performance Monitoring & Reporting

• Team Leadership
• Stakeholder Management

Skills & Experience Required

• 5-7+ years' experience in collections, loan servicing, or lending operations.
• Experience managing post-funding customer operations within a lending, consumer finance, SME lending, or fintech environment.
• Strong understanding of collections processes and arrears management.
• Knowledge of regulatory requirements relating to collections and customer treatment.
• Experience creating and improving operational processes.
• Strong analytical and reporting capabilities.
• Excellent stakeholder management skills.
• Proficiency with CRM, collections, and loan management systems.

• Experience managing outsourced collections partners.
• Experience implementing collections technology or workflow automation.
• Experience within regulated lending environments.
• Team leadership experience.