Collections and Recoveries Team Leader

Zego; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading financial service provider in Greater London seeks an experienced Team Leader to oversee arrears and collections. You will be responsible for driving operational efficiency, developing high-performing teams, and ensuring compliance with regulatory standards. The ideal candidate will have significant experience in arrears and recoveries, strong people management skills, and a solid grounding in credit risk. This role supports a hybrid work model, fostering flexibility and collaborative work while achieving business goals.

Benefits

Market-competitive salary

Private medical insurance

Company share options

Generous holiday allowance

Wellbeing benefits

Qualifications

• Proven experience in arrears, recoveries, or credit operations.
• Strong people management experience, including coaching and team development.
• Solid understanding of credit risk and regulatory requirements (FCA, TCF, GDPR).

Responsibilities

• Lead arrears and recoveries function. Drive operational efficiency.
• Develop collections procedures aligned with regulations.
• Identify inefficiencies and lead continuous improvement initiatives.

Skills

Arrears management

Team leadership

Stakeholder management

Regulatory knowledge

Education

Professional qualifications (e.g. CICM)

Job description

About Zego

At Zego, we understand that traditional motor insurance holds good drivers back. It's too complicated, too expensive, and it doesn't reflect how well you actually drive.
From van drivers and gig workers to everyday car drivers, our customers are the driving force behind everything we do. We've sold tens of millions of policies and raised over $200 million in funding and picked up numerous awards, including the Employer of The Year 2025 as awarded at The Insurance Post's Awards . Now, we are excited to enter the lending market, expanding our mission to empower drivers with smarter financial solutions. And we’re only just getting started.

Purpose of the Role

We’re looking for an experienced Team Leader to lead and continuously improve Zego’s arrears and collections function as we expand. This role is ideal for someone who excels at optimising processes, improving performance, and developing high-performing teams. You’ll take ownership of end-to-end arrears and recoveries activity, driving operational efficiency, strengthening controls, and enhancing customer outcomes, while balancing regulatory requirements, risk management, and commercial performance.

You’ll work closely with Finance, Risk, Product, Legal, and Operations to identify improvement opportunities, embed best-practice ways of working, and ensure our credit and recoveries approach remains compliant, customer-focused, and scalable as the business grows.

What You’ll Be Working On

Recoveries, Arrears & Credit Operations

• Support with the design and implementation Zego’s arrears and recoveries strategy, covering early intervention, late-stage collections, and recoveries.
• Own day-to-day performance across arrears and recoveries outcomes.
• Develop and maintain collections procedures, and playbooks, aligned with FCA regulation and Treating Customers Fairly (TCF).
• Introduce clear segmentation and treatment strategies to improve customer engagement and outcomes.

Process Design & Continuous Improvement

• Identify inefficiencies and lead continuous improvement initiatives to reduce arrears and improve resolution times.
• Partner with Product and Tech to help shape systems, tooling, and automation to support recovery operations.
• Use MI and data insights to track performance, identify trends, and inform decision-making.

Team Leadership & Capability Building

• Build, lead, and develop a high-performing arrears and recoveries team.
• Set clear goals, KPIs, and quality standards, ensuring accountability and strong performance management.
• Design and deliver training programmes, coaching plans, and onboarding for new joiners.
• Create a culture of ownership, resilience, and customer empathy, ensuring difficult conversations are handled professionally and fairly.
• Support career development and progression within the team.

Stakeholder & Regulatory Collaboration

• Act as the subject matter expert for arrears and recoveries across the business.
• Partner with Risk and Compliance to ensure all activity meets regulatory expectations (FCA, CONC, GDPR, AML).
• Provide insights and recommendations to senior leadership on credit performance, risks, and improvement opportunities.

What You’ll Need to Be Successful

• Proven experience in arrears, recoveries, or credit operations, ideally within consumer lending, premium finance, or financial services.
• Strong people management experience, including coaching, performance management, and team development.
• Experience setting up or improving collections and recovery processes in a growing or changing environment.
• Solid understanding of credit risk, arrears management, and regulatory requirements (FCA, TCF, GDPR).
• Ability to balance commercial outcomes with fair customer treatment.
• Confident stakeholder manager, able to influence across teams and seniority levels.
• Professional qualifications (e.g. CICM) or equivalent hands‑on experience are valued.
• Compliance training (KYC, AML, GDPR, TCF) is highly desirable.

What’s it like to work at Zego

Zego has a truly international and inclusive team, unified by great ideas and collaborative thoughtfulness. Our people are the most important part of our story and everyone plays an essential role in our journey. We look for people who have expertise, enthusiasm and who are motivated by change. There’s plenty of room to learn and grow, as part of our ongoing training programmes or directly from other experts. You’ll work alongside a talented group of people who respect each other's differences and seek to understand fresh perspectives.

How we work

We believe that teams work better when they have time to collaborate and space to get things done. We call it Zego Hybrid!

Our hybrid way of working is unique. We foster a flexible approach that empowers every Zegon to perform at their best. We ask you to spend at least one day a week in our central London office. Every team has the flexibility to choose the day that works best for them. We cover the costs for all company-wide events (3 per year), and also provide a separate hybrid contribution to help pay towards other travel costs. We think it's a good mix of collaborative face time and flexible home-working, setting us up to achieve the right balance between work and life.

Our approach to AI

We believe in the power of AI to meaningfully improve how we work - helping us move faster, think differently, and focus on what matters most. At Zego, we encourage people to stay curious and intentional about how AI is leveraged in their work and teams to drive practical impact every day. This is your chance to do the most meaningful work of your career - and we’ll provide you with the tools, support, and freedom to do it well.

Benefits

We reward our people well. Join us and you'll get a market-competitive salary, private medical insurance, company share options, generous holiday allowance, and a whole lot of wellbeing benefits. And that's just for starters.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status. If you need any support with your application please get in touch with us on [e-mail]