Collections Operations Manager; Residential

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.

• 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

• 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
• Matched pension contribution
• Health cash plan plus Private medical insurance
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

As a Collections Operations Manager (Residential) you will lead the end-to-end operational delivery for our regulated mortgage customers in financial difficulty across pre-arrears, early arrears, forbearance, litigation and repossession. The role will create clear accountability for the full residential customer journey, ensuring great customer outcomes, effective management of the arrears portfolio, support for vulnerable customers and robust conduct and regulatory control, and efficient recovery strategies for customers and the business.

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

• Lead the day-to-day operations across the end to end regulated Mortgage Collections and Recoveries journey
• Ensure the teams deliver good customer outcomes and experience
• Oversee high-volume collections activity and specialist case management across residential regulated accounts, ensuring activity is appropriately segmented by customer circumstances, vulnerability, affordability, risk, exposure and recoverability
• Act as the point of escalation and decision maker for complex residential regulated cases, including vulnerable customers, non-responsive customers, unsustainable arrangements, litigation referral, possession strategy, settlement proposals and exit routes
• Maintain effective contact, case management and recovery strategies that support early intervention, sustainable forbearance where appropriate, and timely progression to recovery action where required
• Ensure adherence to regulated collections and recoveries policies, procedures, mandates, conduct expectations, Consumer Duty requirements and agreed governance frameworks
• Partner closely with Credit Risk, Portfolio Risk, Legal, Asset Management, Recoveries, Finance, Strategy, Data and third-party suppliers to optimise residential customer outcomes and protect the Group’s balance sheet and reputation
• Use MI, portfolio insight and root-cause analysis to improve residential 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 operational governance, including quality assurance, issue management, risk event management, audit readiness, supplier oversight and clear…