Collections Manager

JR United Kingdom; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in financial services is seeking a Payment Support Team Leader to join its Specialist Mortgages operations. In this hands-on leadership role, you will manage complex mortgage portfolios, oversee a dedicated team, and ensure adherence to regulatory standards while driving performance and service excellence.

Qualifications

• Strong experience in mortgage collections and arrears handling.
• Ability to lead teams in a regulated environment.
• Familiarity with financial difficulty strategies.

Responsibilities

• Oversee daily operations including payment queries and team inboxes.
• Lead, develop, and motivate a team through performance reviews.
• Identify and implement process improvements for service delivery.

Skills

Communication

Analytical skills

Leadership

Job description

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We’re looking for a Payment Support Team Leader to join our clients Specialist Mortgages operations function, helping drive performance, service excellence, and fair customer outcomes.

? The Role

You’ll lead a team of collections professionals managing complex mortgage portfolios. From coaching and development to strategic input and QA oversight, you’ll play a central role in delivering our service, risk, and compliance objectives. This is a hands-on leadership position, ideal for someone who thrives in a regulated, customer-focused environment.

? Key Responsibilities

• Oversee daily operations including arrears, payment queries, and team inboxes
• Lead, develop, and motivate a team through structured 1:1s, training, and performance reviews
• Act as a subject matter expert on escalated or complex cases, working closely with credit and legal teams
• Produce and analyse MI to track KPIs and risk indicators
• Drive quality assurance and ensure adherence to internal and regulatory standards
• Identify and implement process improvements to enhance service delivery

? What We’re Looking For

• Strong experience in mortgage collections, arrears handling, and/or litigation within Financial Services
• Confidence managing people and processes in a regulated environment
• Familiarity with forbearance, TCF principles, and financial difficulty strategies
• Excellent communication and analytical skills
• Ability to lead with integrity, empathy, and precision