Collections Operations Manager; Commercial

• Full-time
• Working Hours:
  
  Standard (09:00am-17:30pm)
• Department:
  Commercial Change & Operations
• Office or Field Based:
  Office Based (Cheadle, SK8 3GW
  )
• Contract type:
  Permanent
• Compensation: up to GBP 0 - yearly

Benefits of working at Together

• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

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Company Description

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.

As a Collections Operations Manager
you will be responsible for leading the end-to-end customer journey and operational performance of the function. The role ensures the effective management of customers experiencing financial difficulty while balancing customer outcomes, compliance and commercial performance.

The role provides strategic leadership across early arrears management, forbearance, recoveries (including LPA receivers and enforcement activities, with accountability for supporting customers reducing credit losses, maximising recoveries and protecting the organisation’s reputation.

As a
Collections Operations Manager we are looking for someone to:

• Lead the day-to-day operations across the full commercial collections and recoveries lifecycle, from pre-arrears and early arrears through to late arrears, litigation support, enforcement, recoveries and account resolution
• Create clear end-to-end accountability for commercial collections and recoveries, ensuring colleagues understand the full customer journey and can make balanced, commercially sound decisions
• Promote fair and sustainable customer outcomes through appropriate forbearance solutions.
• Oversee high-volume collections activity and relationship-led case management across commercial accounts, ensuring activity is appropriately segmented by risk, exposure, behaviour,affordability and recoverability
• Act as the point of escalation and decision maker for complex commercial cases, including non-responsive customers, unsustainable arrangements, restructuring options, litigation referral, enforcement strategy, settlement proposals and exit routes
• Maintain effective contact, case management and recovery strategies that support early intervention, sustainable rehabilitation where appropriate and timely progression to recovery action where required
• Ensure adherence to commercial credit risk controls, in-life and arrears management standards, mandates, policies, procedures, conduct expectations and agreed governance frameworks.
• Partner closely with Credit Risk, Portfolio Risk, Legal, Asset Management, Corporate Recoveries, Finance, Strategy, Data and third-party suppliers to optimise commercial recovery outcomes and protect the Group’s balance sheet and reputation
• Use MI, portfolio insight and root-cause analysis to improve commercial treatment strategies, prioritise effort, reduce avoidable arrears progression and increase operational effectiveness
• Support transformation, automation and service modernisation initiatives, including improved workflow, contact strategy, decisioning, data quality and performance reporting
• Maintain robust…