Data-Driven Collections Strategy Lead

Virgin Media O2; Leeds; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Bupa healthcare

Pension

Generous holiday

Birthday off

EV lease

Cycle2Work

Dental insurance

Neurodiversity assessments

Discounts on broadband, TV and mobile

Virgin Family platform

O₂ Priority app

Job summary

Virgin Media O2 is seeking a Collections Strategy Optimisation Manager to shape how we engage customers across the full collections journey. You’ll lead a team to design segmentation, contact strategies and treatment paths, using data, insight and innovation to improve recovery, reduce credit losses and ensure fair, compliant interactions.

You'll collaborate with risk, data science, operations and customer experience, driving governance and a culture of accountability and continuous improvement

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 refine segmentation, contact strategies and treatment paths across pre-collections and arrears.
• Use analytics, testing and performance insights to optimise decisioning and engagement.
• Collaborate with risk, data science, operations and customer experience.
• Identify trigger points for non-payment and differentiate between customer needs.
• Ensure governance and regulatory compliance within the team.

Skills

Collections experience

Credit risk

Regulatory awareness

Analytical mindset

Data-driven decision making

Leadership of teams

Stakeholder influence

Tools

SQL

Data visualisation tools

Job description

Virgin Media O2 is seeking a Collections Strategy Optimisation Manager to shape how we engage customers across the full collections journey. You’ll lead a team to design segmentation, contact strategies and treatment paths, using data, insight and innovation to improve recovery, reduce credit losses and ensure fair, compliant interactions.

You'll collaborate with risk, data science, operations and customer experience, driving governance and a culture of accountability and continuous improvement