Head of Service Delivery — Strategic Banking Client

Intrum; Glasgow; On-site; GBP 90,000 - 130,000; Full time

Job summary

Intrum is seeking a Head of Service Delivery to lead a major UK client partnership, overseeing large-scale collections and recoveries, and driving operational excellence, transformation and regulatory compliance across the end-to-end customer journey.

You will shape strategy, lead multi-functional teams, manage governance forums, and deliver superior client and customer outcomes while partnering with a senior leadership team.

Qualifications

• Significant experience leading large-scale contact centre, collections, recoveries or outsourced service environments.
• Proven success managing strategic client relationships within BPO/financial services.
• Strong commercial acumen with experience managing contracts, performance and profitability.
• Exceptional stakeholder management with credibility at senior/executive levels.
• Experience operating in a regulated environment with focus on customer outcomes, risk and compliance.
• Proven track record delivering transformation, digitisation and automation in large-scale operations.

Responsibilities

• Act as the senior relationship lead for a strategic banking client and drive long-term satisfaction.
• Lead large-scale collections and recoveries operations against contracts and SLAs.
• Drive governance, performance management and customer-outcomes focus.
• Lead client governance forums, business reviews and strategic planning.
• Identify and deliver opportunities for service improvement and digital transformation.
• Ensure compliance with regulatory, contractual and governance requirements (FCA/Consumer Duty).
• Develop leadership teams and foster accountability, collaboration and continuous improvement.

Skills

Contact centre leadership

Collections

Recoveries

Strategic client relationships

Commercial acumen

Stakeholder management

Regulatory compliance

Operational transformation

Digitisation/automation

Process improvement

Job description

Intrum is seeking a Head of Service Delivery to lead a major UK client partnership, overseeing large-scale collections and recoveries, and driving operational excellence, transformation and regulatory compliance across the end-to-end customer journey.

You will shape strategy, lead multi-functional teams, manage governance forums, and deliver superior client and customer outcomes while partnering with a senior leadership team.