Financial Support Manager

OSB Group; Wolverhampton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prominent mortgage lender in the UK is seeking a leader for their Collections team. The role involves guiding a team to ensure effective management of Collections and Recovery processes, with an emphasis on achieving good outcomes for customers in financial distress. Candidates should have significant experience in Collections, with prior line management exposure preferred. The position offers a competitive salary starting from £37,000 plus a range of benefits including bonus opportunities.

Benefits

Discretionary annual bonus up to 15%

28 days annual leave plus bank holidays

Contributory pension (8% employer, 5% employee)

Life Assurance (4x salary)

Access to Private Medical Insurance

Generous Maternity & Adoption Leave

Hybrid working options

Employee Perk Portals

Qualifications

• Proven experience in managing a Collections team effectively.
• Ability to positively impact team performance and customer outcomes.

Responsibilities

• Lead the team and manage operational risks efficiently.
• Provide leadership and motivation to meet performance targets.
• Report key performance issues and recommend improvements.
• Support new projects by considering Collections requirements.
• Ensure compliance with policies and Customer Journey strategy.
• Assist in complaint resolution and manage escalated calls.
• Make decisions regarding Litigation and Repossession.

Skills

End to end Collections experience

Line Management in a Collections environment

Knowledge of professional negligence

Tech aspects of arrears litigation

Job description

About the team

The Financial Support Team (previously known as Collections and Recoveries) help borrowers in financial difficulties, to prevent their Mortgage falling into arrears or exploring options to help the customers to address their arrears and to reach a good customer outcome. Where customers can no longer afford their payments then, as a last resort, Litigation action will commence and properties may be taken into possession to prevent the situation from worsening.

About Us

The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market.

Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB’s unique cost-efficient operating model is supported by our wholly‑owned subsidiary OSBIndia.

Alongside passion for our products and customers, we’re passionate about our people and want to continue building a collaborative and engaging environment. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme.

What you will be doing

In this role, you will have the opportunity to lead and manage a team of specially trained Financial Support Team Associates undertaking all aspects of Collections and Recovery activities. Providing clear direction to the team, inspiring, developing and coaching them to meet and exceed targets as well as ensuring management of assets in line with policy, procedure, SLA and in keeping with the principals of the Customer Journey strategy.

Your responsibilities will include

• Lead the team and manage operational risks within the department, efficiently and effectively to optimise business results.
• Provide effective leadership, support and motivation to the team. Ensuring all staff are managed, trained, appraised and developed, setting appropriate performance objectives and reviewing these objectives in line with the performance management process.
• Report on key performance and operational issues, making recommendations for improvement.
• Participating and supporting new boarding projects ensuring that all aspects of Collections requirements are considered and plans in place for seamless integration.
• Undertake monthly sampling in line with T&C framework to ensure good customer outcomes in line with policies and procedures and Customer Journey strategy’s.
• Assist in management of complaint resolution by taking escalated calls, coaching and supporting the team to resolve complaints on the spot and ensuring that processes and timescales are adhered to where complaints are escalated to Customer Relations.
• Making mandated decisions on referrals and next steps where cases are to be progressed to Litigation and Repossession or where Litigation and Repossession action is to be cancelled.
• Liaise and maintain working relationships with 3rd party organisations such as Solicitors, Third Party Associates and system providers.

In return for your commitment

We offer a base salary dependent on experience from £37000and a competitive benefits package including :

• Discretionary annual bonus opportunity of up to 15%
• 28days annual leave plus bank holidays
• Contributory pension (8% employer 5% employee)
• Life Assurance (4x salary) plus Group Income Protection
• Access to Private Medical Insurance and Medical Cash Plan
• Maternity & Adoption Leave – Occupational Maternity / Adoption Pay provided at 100% of salary for the first 13 weeks and at 50% of salary for the next 13 week period.
• Paternity Leave – 4 weeks of paid leave to be taken within 8 weeks of childbirth
• Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme.

Could you be the one?

We are looking for talented individuals who have the experience and knowledge set out below :

• Previous work experience in end to end Collections is essential
• Previous Line Management in a Collections environment
• Strong knowledge of the of professional negligence and shortfall management processes
• Robust knowledge of the technical aspect of arrears based litigation

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

What to do next

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.

Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page.

If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you!

OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds.

As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector.We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.

Whilst we are an organisation that values face‑to‑face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible‑working opportunities are important for establishing a healthy work‑life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.

All applicants must have rights to work in the UK and be willing to undertake the relevant pre‑employment screening checks should your application be successful.