Collections Performance & Optimization Lead

Virgin Media O2; Birmingham; Hybrid; 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 (optional)

Cycle2Work

Dental insurance

Broadband/TV/mobile discounts

Virgin Family platform

O2 Priority app access

Job summary

Virgin Media O₂ is seeking a Collections Operational Effectiveness Manager to shape how our collections operation performs, evolves and delivers for customers. You will lead a small team, working with operations, data and strategy partners to identify performance gaps and implement targeted improvements, while building reporting frameworks and tracking KPIs.

You will balance commercial performance with fair customer treatment, drive regulatory compliance, and foster a culture of accountability

Qualifications

• 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

Responsibilities

• Lead a small team and drive performance improvements across the collections function
• Build and evolve reporting frameworks and track key performance indicators
• Collaborate with operations, data and strategy partners to close performance gaps and implement improvements
• Ensure regulatory compliance and embed a culture of accountability and data-led decision making

Skills

Collections experience

Team leadership

Data analysis

Stakeholder management

Operational reporting

Tools

SQL

Excel

BI platforms

Job description

Virgin Media O₂ is seeking a Collections Operational Effectiveness Manager to shape how our collections operation performs, evolves and delivers for customers. You will lead a small team, working with operations, data and strategy partners to identify performance gaps and implement targeted improvements, while building reporting frameworks and tracking KPIs.

You will balance commercial performance with fair customer treatment, drive regulatory compliance, and foster a culture of accountability