Head of Loan Servicing & Collections
Overview
Our client a multinational bank is currently seeking a Head of Loan Servicing & Collections professional to head up the recoveries division. This role reports directly into board level and will have a large team reporting into them.
Duties
• Shape strategic priorities across the division and present these to the Executives and Board.
• Develop and deliver the strategic plan for Collections aligned to overall business objectives and regulatory requirements to minimise risk and improve efficiencies within the department.
• Contribute to several significant projects, such as managing operational & supplier relationships through large scale transformation projects and lead on a Third-party Management framework for Collections and Recoveries.
• Align the Collections and Recoveries strategy with overall business objectives and regulatory requirements.
• Monitor industry trends and incorporate best practices to enhance collections & recoveries processes.
• Develop engagement strategies that support customers to manage their debt and achieve their financial goals.
• Planning and managing resources effectively and driving process efficiency.
• Overall responsibility for management of the Collections function delivering upon set policies and ensuring fair outcomes for customers needing debt management.
• Ensure outsourced functions are operated under contracts that satisfy commercial objectives and regulatory requirements and are effectively monitored and managed.
• Challenge the current operating model and ways of working within the department and wider organisation.
• Implement and manage systems and processes to track and improve collection performance.
• Ensure effective use of technology to optimise collection efforts and efficiency.
• Inspire trust and confidence in individuals and teams.
• Recruit, lead, motivate, and develop a high-performing team.
• Foster a culture of continuous improvement and professional development.
• Ensure adequate training and resources are provided to team members.
• Develop the talented Collections teams to broaden their expertise and build careers within the Bank.
• Support the Executive in ensuring regulatory compliance of customer service operations (e.g. Treating Customers Fairly, Consumer Protection) and constantly challenging this.
• Ensure all collection activities comply with relevant laws, regulations, and internal policies.
• Develop and maintain a robust risk management framework for collections and recoveries.
• Collaborate with risk, legal and compliance teams to address regulatory changes and challenges
• Provide regular reports and insights to senior management on collection performance and trends.
• Use data analytics to drive decision-making and improve quality and performance.
• Establish measures of performance to monitor the effectiveness of collection activities.
• Collaborate and work closely with Group customer operations leadership to ensure strategic plans are delivered and embedded within the organisation.
• Work cross-functionally to improve processes and practices across the bank to reduce customer detriment and improve financial health.
Requirements
• Extensive senior management collections experience within a regulated environment
• Extensive people management experience
• Experienced reporting to senior management and C-Suite/Board level
• Experience implementing strategies & efficiencies
• QFA qualified
• Strong leadership, management and interpersonal skills
On Offer
• Strong salary package & Bonus
• Excellent Benefits
• Hybrid working
Salary: €80,000 - €120,000 + Bonus, Health Care & Pension