Head of Service Delivery: Collections & Transformation

LGBT Jobs; Glasgow; Sur place; GBP 90 000 - 130 000; Plein temps

Résumé du poste

Intrum in Glasgow is seeking a Head of Service Delivery to oversee one of our major UK banking client partnerships. You will drive senior-level relationships, deliver against performance targets, and lead a multi-functional team through transformation and digitisation initiatives.

You will champion operational excellence, governance, and customer outcomes while ensuring regulatory compliance and profitability. This is a high-impact leadership role within a trusted market-leading service provider.

Qualifications

• Significant experience leading large-scale contact centre, collections, recoveries, or outsourced service environments.
• Proven success managing strategic client relationships within a BPO, outsourcing, or financial services environment.
• Strong commercial acumen with experience managing client contracts, operational performance, and profitability.

Responsabilités

• Act as the senior relationship lead for a strategic banking client, building trusted partnerships and driving long-term client satisfaction.
• Lead large-scale collections and recoveries operations, ensuring delivery against contractual commitments, service levels, and performance targets.
• Drive operational excellence through robust governance, performance management, and a strong focus on customer outcomes.
• Lead client governance forums, business reviews, and strategic planning activities, providing insight and direction.
• Identify and deliver opportunities for service improvement, operational efficiency, digital innovation, transformation, and business growth.
• Ensure compliance with all regulatory, contractual, and governance requirements, including FCA and Consumer Duty expectations.
• Develop and inspire high-performing leadership teams, creating a culture of accountability, operational excellence, collaboration, and continuous improvement.

Connaissances

Client relationships

Operations leadership

Regulatory compliance

Digital transformation

Stakeholder management

Description du poste

Intrum in Glasgow is seeking a Head of Service Delivery to oversee one of our major UK banking client partnerships. You will drive senior-level relationships, deliver against performance targets, and lead a multi-functional team through transformation and digitisation initiatives.

You will champion operational excellence, governance, and customer outcomes while ensuring regulatory compliance and profitability. This is a high-impact leadership role within a trusted market-leading service provider.