Collections Team Lead

About the role

We're on a mission to make affordable loans available to more people. Using the power of Open Banking, we have built state-of-the-art technology that allows us to look beyond traditional credit scores and offer fairer credit to people ignored by traditional lenders.

We have two parts of our business. On the consumer side, we have Abound. Abound has proven that our approach works at scale, with over £300 million lent to-date. While other lenders only look at your credit score, we use Open Banking to look at the full picture - what you earn, how you spend, and what's left at the end.

On the B2B side, we have Render. Render is our award-winning software-as-a-service platform that allows Abound to make better, less risky lending decisions. And less risky decisions mean we can offer customers better rates than they can usually find elsewhere. We're taking Render global so that more companies, from high-street banks to other fintechs, can offer affordable credit to their customers.

We are looking to appoint an experienced and driven Collections Team Manager to join our expanding team based in our Milton Keynes Operations centre.

What you'll be doing

1. The role will involve day to day management of an experienced team of Collections Advisors, ensuring compliance with FCA regulations and Consumer Duty.
2. In addition to a broad regulatory understanding you will have experience of managing customers in vulnerable situations.
3. Lead, train, and motivate a team of Collections Advisors providing coaching, feedback, and support to meet key performance indicators (KPIs) and deliver best in class customer outcomes.
4. Prepare regular reports on the team's performance, key metrics, and collection success.
5. Analyze trends and data to identify potential issues or areas for improvement and recommend and implement process improvements based on data insights and team performance.
6. Track KPIs and ensure the team consistently meets or exceeds collection targets whilst delivering good Customer outcomes.
7. Resource planning, team rotas and campaign scheduling.
8. You will also take responsibility for the day to day management of third party partners and suppliers.

This is a hybrid role requiring you to work from our Milton Keynes office a minimum of 3 days per week, in addition and a requirement to visit our London office as and when required (travel expenses covered).

40 hours per week covering operating hours Mon - Fri 8am to 8pm, 8am to 5pm on a Saturday and 9am to 1pm on Sundays.

Who you are:

1. Team lead experience within a Collections environment including experience of managing unsecured personal loan portfolios in the UK finance market.
2. Proven strong leadership skills with a natural ability to support, mentor and develop team members.
3. Resilience of working in a fast-paced, fast-growing environment.
4. Strong critical thinking with a solutions mindset.
5. Experience of aligning policy with process and procedures including 1st line controls extending to ongoing process improvement.
6. Have previously supported efficiency projects working closely with tech teams.
7. A broad understanding of how to effectively identify and manage Customers in vulnerable situations.
8. High level of attention to detail.
9. Ability to manage time effectively and handle multiple tasks.

What we offer

• Everyone owns a piece of the company - equity.
• 25 days' holiday a year, plus 8 bank holidays.
• 2 paid volunteering days per year.
• One month paid sabbatical after 4 years.
• Employee loan.
• Free gym membership.
• Save up to 60% on an electric vehicle through our salary sacrifice scheme with Loveelectric.
• Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering.