Collections Strategy Optimisation Lead

Virgin Media O2; Reading; On-site; GBP 90,000 - 120,000; Full time

Job summary

Virgin Media O2 is seeking a Collections Strategy Optimisation Manager to shape engagement and support for customers across the full collections journey. You will lead a team, use data and innovation to drive outcomes, improve recovery performance and reduce credit losses, while ensuring fair, compliant customer interactions.

You’ll develop segmentation, contact strategies and treatment paths across pre-collections and arrears, applying analytics and governance to optimise decisioning and

Qualifications

• Proven experience in collections, credit risk or receivables management.
• Strong track record of developing and delivering collections strategies.
• Experience managing and developing high‑performing teams.
• Strong analytical and data‑driven decision‑making capability.
• Solid understanding of regulatory requirements in collections and debt recovery.

Responsibilities

• Lead a team to develop segmentation, contact strategies and treatment paths across pre-collections and arrears.
• Use analytics and testing to optimize decisioning and interventions.
• Collaborate with risk, data science, operations and customer experience teams.
• Ensure governance and regulatory compliance, embedding accountability and continuous improvement within the team.

Skills

Collections

Credit risk

Team leadership

Analytical thinking

Regulatory compliance

Data-driven decisions

Tools

SQL

Data querying tools

Data visualization

Job description

Virgin Media O2 is seeking a Collections Strategy Optimisation Manager to shape engagement and support for customers across the full collections journey. You will lead a team, use data and innovation to drive outcomes, improve recovery performance and reduce credit losses, while ensuring fair, compliant customer interactions.

You’ll develop segmentation, contact strategies and treatment paths across pre-collections and arrears, applying analytics and governance to optimise decisioning and