Senior Manager, Collections & Recoveries

Hybrid, 2 days per week in office(or as role requires)

Manchester,XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ

Full Time

Jaja is a UK‑based consumer finance business with a simple mission: to empower customers to buy, borrow and build using smart tech, strong data, and clear design. We launched our digital credit card in 2018 and we’re continuing to grow, with new products and experiences in the pipeline. Our goal is to strip out unnecessary complexity and give people more control over their money — or as we put it, Make Simple.

Our values guide how we work:
Care Deeply. Adapt & Thrive. Challenge Everything. Go For It. Own It. Make It Simple. We’re scaling quickly, and there’s a lot of exciting change happening across the business.

As a Senior Manager, Collections & Recoveries you’ll make sure we’re there for our customers when they need us most — whether they’re already in financial difficulty or showing early signs that they could be heading that way. Your focus will be on delivering good customer outcomes, in line with Consumer Duty, while protecting the commercial health of the business. You’ll lead our Collections & Recoveries operation day to day: a compact in-house team (based in our Manchester hub and working remotely), plus the third‑party partners who support us across the lifecycle.

You’ll set clear goals, motivate your team to achieve them, and continually improve how we work. Digital is at the heart of what we do, so you’ll be confident using data, automation and digital self‑service to make collections simpler for customers and more efficient for us.

This is a hands‑on role. You’ll get stuck in while keeping sight of the bigger picture. You’ll be comfortable managing resources and relationships across multiple areas, and you’ll work closely with colleagues across the business — including risk, data, product, operations, compliance and finance — to make sure the support we offer customers reflects our mission and values. You’ll also bring structure, sound governance, disciplined planning and authentic people leadership.

You’ll engage confidently with colleagues at every level, and you’ll relish stepping outside your comfort zone when new challenges come up — which, in a scaling business, they regularly will.

• Lead the day‑to‑day running of Collections & Recoveries end to end — in‑house operations, debt collection and recoveries partners, and specialist services — owning performance against clear operational KPIs and customer outcome measures, resourcing and capacity planning, and robust first‑line oversight of key controls and risks.
• Shape and deliver a digital‑first contact strategy across in‑app, self‑service, messaging, email, SMS and voice, working closely with Data & Analytics. Use segmentation, behavioural insight and test‑and‑learn to engage customers earlier, increase self‑serve resolution, and make every interaction simpler and more effective for customers, and more efficient for us.
• Identify and responsibly adopt automation and AI‑enabled tools — such as conversational AI, speech and text analytics, and propensity models — where they improve customer outcomes and efficiency, with the right human oversight, testing and controls in place.
• Own our collections policies, processes and procedures, keeping them clear, current and designed around good customer outcomes, alongside strong business results.
• Ensure customers approaching or in financial difficulty, or in persistent debt, are offered appropriate and sustainable forbearance and support — including affordable repayment arrangements, Breathing Space and referrals to free debt advice — and that customers with characteristics of vulnerability are…