Debt Process Improvement Manager

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Our client, a leading player in the Utilities sector, is seeking a dynamic and detail-oriented Debt Process Improvement Manager to join their innovative team on a temporary basis for a duration of 9 months. This exciting role is pivotal in designing, delivering, and measuring debt initiatives aimed at reducing debt risk while adhering to customer, regulatory, and operational controls.

Role:
Debt Process Improvement Manager

Location:

Stockport, Leicester or Edinburgh (1 Day in Office)

Duration: 9 months

Rate: £400 per day (Umbrella) or £58k PAYE

Key Responsibilities:

Develop, enhance, and maintain collections strategies, processes, and controls throughout the residential debt lifecycle, ensuring alignment with business priorities and operational clarity.
Utilise data analysis and logical problem-solving to identify customer debt risks, operational trends, root causes, and opportunities for improvement.
Design and implement controlled logic changes within the debt management system, ensuring business requirements are effectively translated into system rules.
Create robust business cases for debt initiatives, assessing assumptions, costs, benefits, operational impacts, customer impacts, and risk considerations.
Track and ratify benefits post-implementation, reconciling expected outcomes with actual performance, and clearly communicating variances to stakeholders.
Provide contingency cover for key team activities, including operational change, analytical insight, business case development, and stakeholder updates.
Foster trusted relationships with various teams, including Operations, Finance, Data, Technology, Legal/Regulatory, and wider Debt teams to ensure effective collaboration and delivery.
Prepare concise papers, updates, and presentations for management, translating complex analyses into clear recommendations and actionable next steps.

Key Stakeholders:

Collaborate with management, peers, and subject matter experts across departments to align activity and share knowledge.
Engage regularly with Collections Operations and contact centre stakeholders to understand operational impacts and support implementation.
Validate assumptions and track benefits in partnership with Finance, Performance, and Reporting teams.
Work alongside Technology, Architecture, and Data teams to scope, test, and implement debt management system logic changes effectively.

Who Should Apply:

Ideal candidates will possess:

A solid understanding of credit and collections data, processes, and the customer debt lifecycle within a regulated environment.
Strong logical thinking and problem-solving abilities, with a knack for structuring ambiguous problems and making evidence-based recommendations.
Proficiency in manipulating and analysing complex datasets using Excel and other analytical tools; familiarity with Power BI and SQL is a plus.
Experience in creating clear business cases and the ability to ratify benefits post-delivery while explaining performance variances in a commercially credible manner.
Excellent Microsoft Office skills, particularly in Excel and PowerPoint, to create senior management-ready analysis and recommendations.
A proactive approach to managing multiple priorities while maintaining accuracy and control under pressure.
Exceptional verbal and written communication skills, capable of simplifying complex…