Collections Strategy Manager

Role Overview

• Design, challenge and optimise end-to-end credit card Collections & Recoveries strategies across all delinquency stages (pre-delinquency, 1-30, 31-60, 61–90 etc, charge-off and post charge-off), using segmentation, affordability/forbearance considerations and treatment paths to continuously improve performance
• Build a structured test-and-learn programme (champion/challenger, A/B tests) for letters/SMS/email, contact strategies, digital journeys, repayment options, agent scripting and strategy rules; define success metrics and ensure statistically sound evaluation
• Own strategy requirements end to end: document decision logic, write clear tickets/user stories, align stakeholders, and drive delivery through to implementation and measured outcomes
• Support the Collections Operations team when needed (e.g. clarifying strategy intent, handling ad-hoc data/MI requests, triaging issues, supporting UAT and go-live, and monitoring early performance)
• Ensure all Collections activity is compliant with relevant regulation and internal policies (including fair customer outcomes and vulnerability considerations), with robust controls, MI and audit trails for strategy changes
• Partner with Product & Engineering to shape and leverage Collections technology (decisioning, workflow/case management, comms tooling, dialler strategies, self-serve journeys), proactively identifying automation opportunities and implementation risks
• Be a hands-on data practitioner: use SQL and a scripting language (e.g., Python) to extract, transform and analyse large datasets, validate strategy performance, and create repeatable analysis pipelines
• Define and communicate performance KPIs across the Collections funnel (roll rates, cure rates, contact/response, promise-to-pay kept, net loss, recoveries, cost-to-collect), producing clear performance packs and actionable insights
• Undertake portfolio monitoring and analytical deep dives (segmentation, vintage/cohort views, behavioural score performance, line management impacts, payment hierarchy effects), translating findings into prioritised strategy changes and delivered improvements

Requirements

• Proven extensive experience in consumer finance Collections & Recoveries, with credit card knowledge a must.
• Experience leveraging modern Collections technology (decisioning, workflow/case management, diallers/comms orchestration, digital self-serve) and translating strategy into build-ready requirements
• Strong understanding of key UK regulatory and industry requirements for Collections, including fair customer outcomes and appropriate treatment of vulnerable customers
• A strong bias to action: able to navigate ambiguity, remove blockers, and “get stuff done” from idea through to implemented change and measurable impact
• Strong stakeholder management and communication skills, able to influence across Operations, Risk, Product and Engineering
• Excellent written and verbal communication, with ability to present complex analysis simply and clearly to senior audiences
• Comfortable working at pace in a fast-changing environment; pragmatic, resilient and outcome-oriented
• Strong coding skills in SQL and at least one programming language used for data work (e.g., Python), including writing maintainable code for repeatable analysis and automation
• Demonstrated ability to work with large and complex datasets (joins, window functions, cohorting), and to build robust data definitions/metrics for MI and strategy monitoring
• Experience working in a fintech or digitally-led lender operating credit cards, ideally with in-house decisioning and fast release cycles
• Strong collaboration skills with a pragmatic, low-ego approach; able to challenge constructively and align teams on outcomes
• Experience working autonomously in an agile environment, managing priorities and delivering iteratively
• Comfort operating across multiple workstreams (strategy changes, MI, governance, and delivery) without losing attention to detail

Tech Stack

• Python
• SQL

Benefits

• Competitive salary
• Pension contributions, including Salary Exchange facility
• Annual bonus potential
• Private medical cover provided by Vitality (optional benefit)
• 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
• Your birthday off each year as an additional day's holiday
• 4x life insurance cover
• Access to our confidential Employee assistance programme