Collections Operational Effectiveness Manager

Virgin Media O2; Reading; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Bupa healthcare

Wellbeing support

Life cover

Pension

Generous holiday

Birthday off

EV lease

Cycle2Work

Dental insurance

Broadband/TV/mobile discounts

Virgin Family platform

O2 Priority app

Job summary

Virgin Media O₂ is seeking a Collections Operational Effectiveness Manager to shape and optimise our collections function. You will lead a small team, partner with data and strategy teams, and translate insights into actions that improve efficiency and customer outcomes.

In this high-visibility role, you will build reporting frameworks, track KPIs, and influence decisions across the business while upholding regulatory standards and fair customer treatment.

Qualifications

• Experience in collections within a high-volume customer environment.
• Proven experience leading, coaching and developing teams.
• Strong data analysis skills using SQL, Excel or BI platforms.

Responsibilities

• Lead a small team within the collections function and drive performance improvements.
• Develop and evolve reporting frameworks and KPIs to inform decision making.
• Collaborate with operations, data and strategy partners to identify gaps and implement improvements.
• Manage stakeholders and ensure regulatory compliance and fair customer treatment.

Skills

Collections

Team leadership

Data analysis

Stakeholder management

Tools

SQL

Excel

BI platforms

Job description

Summary

As Collections Operational Effectiveness Manager, you will play a pivotal role in shaping how our collections operation performs, evolves and delivers for our customers. Sitting at the intersection of operations, data and strategy, you will be responsible for driving measurable improvements in efficiency, performance and customer outcomes. This is a highly visible role where your ability to translate insight into action will directly influence how we optimise our collections approach and maintain the right balance between commercial performance and fair customer treatment.

Day to day, you will lead a small team while working closely with operational, data and strategy partners to identify performance gaps and implement targeted improvements. You will build and evolve reporting frameworks, track key performance indicators and generate insight that informs decision making at all levels. From supporting the delivery of new strategies and enhancing operational processes, to managing stakeholders and ensuring regulatory compliance, you will be central to embedding a culture of accountability, continuous improvement and data-led performance across the collections function.

Location

Birmingham, Leeds, London, Manchester, Reading

Job Family

Commercial

Job Type

Full Time

Posted Date

22-Sep-2026

Who we are

At Virgin Media O₂, we connect people to the moments that matter most. Virgin Media leads the UK for broadband reliability, speed and overall performance, while O₂ keeps people connected on the move with award-winning coverage.

We’re also proud to be named one of the Financial Times Top 500 Best Employers for 2026, based on one of the UK’s largest employee satisfaction surveys.

Join us and you’ll be part of a team that stays curious, positive and focused on making life easier for our customers and each other. We’re investing in the future of connectivity, from expanding next-generation 5G to exploring satellite-supported solutions that help reach rural communities and hard-to-connect places.

You’ll work with people who back good ideas and give you plenty of room to grow. So if you’re looking for a place where you can feel supported, trusted and genuinely valued, you’ll feel right at home here.

Our ways of working

We’re a flexible-first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days a month connecting with each other in person.

That doesn’t just mean time in the office – it could be team meetings, offsites, volunteering days, cross-functional projects, or away days. What matters is making those moments count – so when we come together, it benefits everyone.

Accessible, inclusive and equitable for all

We believe a better tomorrow starts with the choices we make today. That means moving the dial on diversity, building equity into everything we do and putting inclusion at the heart of our business.

Virgin Media O₂ is an equal opportunities employer and we work hard to remove bias and barriers. We want every person who joins us – and everyone thinking about joining us – to feel seen, heard and supported.

When you work with us, you’ll have access to our award-winning employee network groups. These communities bring people together, champion allyship and create uplifting spaces where you can learn, share and feel part of something bigger. They play a big role in helping people feel connected from day one.

The must haves

• Experience in collections, credit risk or receivables management within a high-volume customer environment
• Proven experience leading, coaching and developing teams
• Strong data analysis skills using tools such as SQL, Excel or BI platforms
• Experience in operational reporting and performance management
• Excellent stakeholder management and communication skills

The other stuff we are looking for

• Experience within telecommunications or a similar consumer-led industry
• Knowledge of FCA regulations and the CONC framework
• Experience building dashboards and performance reporting suites
• Background in forecasting, including FTE planning and capacity management
• Experience driving operational change and continuous improvement initiatives

What's in it for you

We know life isn’t just about work, so our benefits are built to support you in the moments that matter. You’ll get Bupa healthcare, wellbeing support, life cover, a pension and generous holiday –plus your birthday off.

And there’s more. Enjoy some extra perks on us, with optional electric vehicle lease and Cycle2Work schemes, dental insurance, neurodiversity assessments, and brilliant discounts on broadband, TV and mobile. You’ll even get access to the Virgin Family platform and the O₂ Priority app, with exclusive rewards, experiences and chances to attend events at The O₂ and beyond.