Collections Portfolio Manager

Key Experience &

Skills:

Toyota Financial Service UK are looking for an experienced Collections Portfolio / Effectiveness Manager to join the Customer Outcomes department.

The Collections Portfolio Manager is responsible for optimising the performance of the end-to-end collections portfolio, ensuring sustainable arrears reduction, strong customer outcomes, and full regulatory compliance. The role balances commercial performance with customer-centric treatment strategies, supporting long‑term portfolio health and aligning to Consumer Duty principles.

• Own and manage the performance of the collections portfolio across all delinquency stages (early arrears through to recoveries). Produce MI and Data showing key hotspots, areas of improvement and potential future areas of risk
• Develop and implement collections strategies to reduce arrears, minimise losses, and improve cure rates
• Analyse disposal proceeds against forecast residual values, identifying trends, risks and improvement opportunities.
• Analyse actual vehicle disposal proceeds against forecast residual values, investigating variances and recommending actions to optimise performance
• Track and report on write-off and voluntary termination activity, assessing financial impacts and emerging trends
• Continuously monitor key performance metrics (roll rates, liquidation rates, NPA, loss rates) and identify emerging risks or opportunities
• Provide insight‑led recommendations to optimise segmentation, treatment paths, and customer engagement strategies

• Ensure all collections activity delivers fair and appropriate customer outcomes, particularly for vulnerable customers
• Embed Consumer Duty principles across all portfolio strategies and interventions
• Monitor outcomes testing and QA results to ensure strategies are delivering good customer outcomes and meeting regulatory expectations
• Balance sustainable collections performance with appropriate forbearance and affordability‑driven solutions

• Ensure adherence to FCA regulations, including CONC and Consumer Duty requirements
• Work closely with Risk and Compliance to assess and approve strategy changes
• Identify and mitigate conduct and operational risks within the collections portfolio
• Support regulatory submissions, audits, and reviews where required

• Leverage portfolio data to drive insight‑led decision making
• Partner with analytics teams to develop predictive models, segmentation strategies, and treatment effectiveness analysis
• Track and report on portfolio trends, customer behaviours, and emerging risks
• Lead the development of MI packs for senior leadership, ensuring clear and actionable insight

• Translate strategy into operational execution, working closely with Business Performance Manager and Customer Care Hub leaders and change teams
• Support the design and delivery of collections transformation initiatives (e.g. digital engagement, automation, new treatment paths)
• Ensure robust testing, governance, and post‑implementation reviews for all strategy changes

• Build strong relationships across Operations, Risk, Compliance, Finance, and Transformation teams
• Act as the key point of contact for portfolio performance and collections strategy
• Influence senior stakeholders through clear, data‑driven insight and recommendations

• End‑to‑end performance of the collections portfolio, from early arrears through to recoveries.
• Collections strategy and treatment optimisation, using data to improve arrears, cure rates, losses and customer outcomes.
• Portfolio insight and recommendations, identifying trends, risks, hotspots and opportunities for improvement.
• Residual value, write‑off and voluntary termination performance, assessing financial impact and driving better outcomes.
• Fair customer outcomes and regulatory alignment, ensuring activity supports Consumer Duty and FCA expectations

• Advanced Microsoft Excel skills, including pivot tables, lookups, complex formulas and data analysis.…