Collections Performance & Ops 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

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.