Our Client is seeking to hire a driven Head of Loan Servicing to join their finance team. In this key role you will be responsible for defining and delivering an exceptional customer experience through strong leadership, strategic direction and efficient management of collections and recovery activities. The ideal candidate will have extensive experience in collections within the financial services industry and excellent analytical skills.
Responsibilities
Your Role:
Strategic Leadership:
- Formulate and present strategic priorities for In Life Servicing, Collections and Recoveries to senior management and the Board.
- Develop and deliver the strategic plan for Collections in line with overall business objectives and regulatory requirements to minimise risk and improve efficiencies within the division and across the Bank.
- Contribute to a number of key projects, such as managing operational and supplier relationships through large scale transformation projects and leading on a third party management framework for Collections and Recoveries.
- Align the Collections and Recoveries strategy with overall business objectives and regulatory requirements.
- Monitor industry trends and incorporate best practices to improve C&R processes.
- Develop engagement strategies that help customers manage their debt and achieve their financial goals.
Operational Management:
- Plan and manage resources effectively and drive process efficiencies.
- Overall responsibility for the management of the Collections function, delivering against established policies and ensuring fair outcomes for customers in need of debt management.
- Ensure outsourced functions are operated under contracts that meet commercial objectives and regulatory requirements and are effectively monitored and managed.
- Challenge the current operating model and ways of working within the department and the wider organisation.
- Implement and manage systems and processes to track and improve collections performance.
- Ensure effective use of technology to optimise collection efforts and efficiency.
Compliance and Risk Management:
- Support the Executive in ensuring regulatory compliance of customer service operations (e.g. Treating Customers Fairly, Consumer Protection) and constantly challenging this.
- Ensure all collection activities comply with relevant laws, regulations, and internal policies.
- Develop and maintain a robust risk management framework for collections and recoveries.
- Collaborate with risk, legal and compliance teams to address regulatory changes and challenges.
- Work with the Group Resilience team to design and implement the Operational Resilience and DORA solution across the organisation (Incident Management, Operational Resilience, Business Continuity, Crisis Management, Technical Recovery).
Strong benefit package on offer.
If you are interested in this position, please contact Ben McShane ([email protected]) or/and click apply below.
