Collections Manager - Case Handling

J B Leitch Ltd; Liverpool; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

J B Leitch Ltd in Liverpool is seeking an experienced operational leader to manage our Collections Case Handling team. This hybrid, full-time role focuses on large case volumes and progressive workflows to ensure timely recovery outcomes.

You will drive performance against KPIs, coach staff, and collaborate with the Head of Collections to shape future processes and technology usage. A hands-on, regulated-environment background is preferred.

Qualifications

• Experience leading operational teams within collections, debt recovery, legal services or a similarly regulated environment.
• Strong understanding of bulk case progression and workflow management.
• Experience managing performance against KPIs and service levels.
• A track record of improving productivity, efficiency and operational outcomes.
• Strong people management and coaching skills.
• The ability to analyse data, identify trends and implement solutions.
• Experience of using technology and process improvement to enhance performance.
• A proactive and hands-on management style.

Responsibilities

• Lead and develop a team of Collections Case Handlers.
• Drive performance against KPIs, productivity measures and service standards.
• Maintain oversight of case progression and ensure cases don’t become aged or stagnant.
• Identify barriers to recovery and implement solutions to improve outcomes.
• Monitor operational performance and use management information to drive improvements.
• Coach colleagues and support their ongoing development.
• Work closely with the Head of Collections to deliver departmental objectives.
• Drive continuous improvement through better use of technology, automation and process design.
• Ensure work is completed in line with client requirements, regulatory obligations and internal procedures.

Skills

Team leadership

KPI management

People coaching

Data analysis

Process improvement

Technology adoption

Regulated environment

Job description

Home / Collections Manager – Case Handling

Collections Manager – Case Handling

Liverpool | Full Time | Hybrid

At JB Leitch, we're looking for an experienced operational leader to manage our Collections Case Handling team.

This is not a traditional debt collection management role. We're looking for someone who understands how to manage high-volume case progression, drive performance and ensure cases move efficiently through the recovery lifecycle.

You'll lead a team responsible for progressing large volumes of debt recovery matters, ensuring cases are actively worked, obstacles are removed, and performance targets are achieved.

You'll also play a key role in improving processes, making the best use of technology and helping shape the future of our Collections operation.

What you’ll be doing

• Leading and developing a team of Collections Case Handlers.
• Driving performance against KPIs, productivity measures and service standards.
• Maintaining oversight of case progression and ensuring cases don’t become aged or stagnant.
• Identifying barriers to recovery and implementing solutions to improve outcomes.
• Monitoring operational performance and using management information to drive improvements.
• Coaching colleagues and supporting their ongoing development.
• Working closely with the Head of Collections to deliver departmental objectives.
• Driving continuous improvement through better use of technology, automation and process design.
• Ensuring work is completed in line with client requirements, regulatory obligations and internal procedures.

What we’re looking for

We’re particularly interested in candidates who understand the challenges of managing large case volumes and driving workflow progression.

You’ll ideally have:

• Experience leading operational teams within collections, debt recovery, legal services or a similarly regulated environment.
• A strong understanding of bulk case progression and workflow management.
• Experience managing performance against KPIs and service levels.
• A track record of improving productivity, efficiency and operational outcomes.
• Strong people management and coaching skills.
• The ability to analyse data, identify trends and implement solutions.
• Experience of using technology and process improvement to enhance performance.
• A proactive and hands‑on management style.

This is an opportunity to play a key role in shaping the future structure of our Collections function. You’ll have genuine ownership of performance, case progression and operational improvement, whilst leading an established team within a growing and evolving business.

• Clients First – putting clients at the heart of everything we do.
• Everyone Counts – creating an environment built on trust and collaboration.
• Be the Best – continually improving and striving for excellence.
• Go the Extra Mile – finding solutions and delivering results.

If you’re an experienced operational leader who understands how to manage high-volume case progression and drive performance through people, process and technology, we’ll love to hear from you.