Collection and Arrears Manager

Role Overview

• Lead the creation and implementation of a Bank wide forbearance policy, ensuring consistent application across all arrears management activities and alignment with regulatory and customer‑centric standards.
• Drive improvements in arrears management oversight frameworks, reporting, and governance to enhance control effectiveness and efficiency.
• Collaborate with Credit Risk, Operations, Compliance, and Legal teams to ensure arrears oversight activity supports the wider credit lifecycle and customer strategy.
• Maintain awareness of regulatory developments (e.g., FCA, PRA, Consumer Duty) and ensure third party practices remain compliant with evolving expectations.
• Act as a key point of contact for internal audit, risk reviews, and regulatory inspections relating to arrears and forbearance oversight.
• Champion fair customer outcomes by ensuring partner treatment strategies are ethical, transparent and aligned with the Bank’s customer-centric values.
• Provide oversight of third-party servicers to ensure arrears management and forbearance activities align with the Bank’s risk appetite, policies and regulatory standards.
• Conduct regular oversight reviews, thematic assessments, and deep dives to identify control weaknesses, potential conduct risks, or deviations from the Bank’s risk appetite in relation to arrears management.
• Identify, escalate, and track resolution of any third-party issues or breaches, ensuring timely remediation and effective root cause analysis.
• Provide oversight of forward flow partners to ensure arrears management and forbearance activities align with the Bank’s risk appetite, policies, and regulatory standards.
• Conduct regular oversight reviews, thematic assessments, and deep dives to identify control weaknesses, potential conduct risks, or deviations from the Bank’s risk appetite in relation to arrears management.
• Identify, escalate, and track resolution of any third-party issues or breaches, ensuring timely remediation and effective root cause analysis.
• Develop and maintain robust MI and performance dashboards to track key arrears metrics, outcomes, and third-party adherence to contractual service levels.
• Report data and performance to the relevant committees where appropriate, ensuring transparency, accountability, and timely escalation of key issues.

Requirements

• Over 3 years’ experience in arrears management, credit risk, or collections oversight within the banking or financial services sector, ideally with exposure to third-party servicer management or outsourcing governance.
• Understanding of relevant regulatory frameworks (e.g., FCA, PRA, Consumer Duty, Treating Customers Fairly) and their practical application to arrears and forbearance practices.
• Demonstrated ability to interpret complex MI, identify emerging risks or performance trends, and provide effective challenge to internal and external stakeholders.
• Commercial and financial acumen.
• Understanding of risk appetite and risk management frameworks in relation to Banking.
• Customer-centric mindset, ensuring policies and processes support positive and fair customer experiences.
• Excellent communicator and collaborator, skilled at managing stakeholders and representing the team in senior forums.
• Ability to develop strong working relationships with senior management, colleagues, direct reports and indirect reports.
• Works in partnership to achieve goals demonstrating excellence, frankness, openness, and transparency
• Inspire respect, trust, and commitment to business objectives with well-developed leadership and people management skills.
• Demonstrates sound business/professional judgement through strength of character, independence of thought risk awareness and good values and behaviours.

Benefits

• Competitive salary
• 25 days holiday PLUS your BIRTHDAY off
• Pension contribution with Royal London
• Life Assurance
• Private medical, dental and optical health insurance with Axa
• Hybrid working
• Free breakfast available