Finance Programme Manager - Repayment Support

The role

• As Repayment Support Manager you will lead the delivery and strategic development of repayment processes.
• Support with the design and implementation of impaired debt governance frameworks, ensuring compliance with FCA and consumer duty standards and the delivery of world-class customer service.
• This role will pull together data insights and reporting, using this information to effectively manage stakeholders, internal and external.
• To be successful in this role you will be a supportive and collaborative leader who listens to the experts in the team before developing solutions.
• You will have strong attention to detail and a strong understanding of the importance of evidence-based decision making.
• You will have exceptional stakeholder management skills, and the ability and drive to further develop effective working relationships with Scottish Government, Transport Scotland, debt collection agencies and internal stakeholders.
• This role requires adaptive leadership, strategic and operational redesign to deliver measurable improvements in meeting regulatory requirements, customer experience, team performance, and organisational agility.
• This is a critical role in supporting customers in all circumstances, including those with vulnerabilities which requires a strong understanding of Consumer Duty.

The Services Delivery team is responsible for administering loans and grants on behalf of various funders including the Scottish Government. We are a large, supportive team with well‑established ways of working and an embedded culture of continuous improvement.

You will manage the Repayment Support team and play a vital role in effective stakeholder management, acting as the key contact for Transport Scotland, Scottish Government, and debt collection agencies to support the delivery of accurate MI and risk oversight across all schemes.

This is a highly visible role with responsibility for:

• Supporting with the design and implementation of impaired debt governance frameworks, ensuring compliance with FCA and consumer duty standards and the delivery of world-class customer service.
• Design, implement, and govern impaired debt controls
  , including identification, recording, escalation, and management of high-risk debt cases.
• Governance Structure for impaired debt – Collaborate with Senior PM and relevant stakeholders to introduce the end-to-end redesign of this process and manage implementation.
• Ensure FCA and consumer duty compliance across repayment processes.
• Manage and strategically coordinate a repayments team including Assistant Manager and oversight for administrators —while absorbing leadership responsibilities during resourcing gaps and leave periods
• Manage Energy Saving Trust's credit control process – for all missed loan repayments, customer contacts and statements as required.
• To produce internal and external reporting and track trends.
• Define and monitor KPIs for impairment trends, recovery rates, compliance metrics, and MI accuracy.
• Strategic Debt oversight – clearly communicate with relevant internal and external stakeholders on debt and impairment positions and targets.
• Debt Management process development – create, implement and manage new debt management process in line with Transport Scotland project and funding.
• Provide strategic communication to internal and external stakeholders.
• Complete a review all repayment support processes – Deliver new increased oversight and management of debt and impairment process in line with debt feasibility report
• Ensure customer‑centric debt resolution aligned to consumer duty principles, including vulnerability handling and complaint root cause analysis.
  You'll empower your team to develop their knowledge and skills, creating capacity to focus on strategic priorities while enhancing the customer experience.

• Stakeholder management skills, demonstrating integrity and diplomacy with excellent negotiation skills.
• Demonstrable experience in regulatory compliance (FCA, consumer duty) and audit readiness.
• Strong analytical skills for MI accuracy, reconciliations, and trend reporting.
• Ability to design and implement governance frameworks.
• Exp…