Hybrid Leader, Digital-First Collections & Recoveries

Jaja Finance; Manchester; Ibrido; GBP 90.000 - 130.000; Tempo pieno

Vantaggi offerti da questo lavoro

Annual bonus

Pension contributions

Private medical cover

25 days annual leave

Life insurance

Vitality health insurance option

Descrizione del lavoro

Jaja Finance, a UK-based consumer finance business, seeks a Senior Manager for Collections & Recoveries in Manchester. The role is hybrid, with two days in the office and in-house/partner operations to drive end-to-end collections performance and customer outcomes.

You will shape digital-first contact strategies, deploy AI/automation tools, and ensure compliance with CONC 7, FCA rules and consumer protections while leading a hybrid team and coordinating with Risk, Finance and Product.

Competenze

• Significant experience leading collections and recoveries operations within UK consumer credit
• Strong understanding of UK regulatory framework for consumer credit collections (CONC 7, FCA rules, Consumer Duty, vulnerable customers, Breathing Space)
• Proven track record using data, digital channels and automation to improve outcomes and efficiency
• Experience managing third-party collections and recoveries partners with outcomes-focused oversight
• Ability to lead a hybrid team and focus on staff wellbeing and development

Mansioni

• Lead day-to-day collections and recoveries operations end-to-end, with clear KPIs and risk controls
• Shape a digital-first contact strategy across in-app, self-service, messaging, email, SMS and voice
• Adopt automation and AI-enabled tools to improve customer outcomes with proper oversight
• Own collections policies and customer outcomes while delivering strong business results
• Ensure vulnerable customers receive fair, tailored support and appropriate forbearance
• Coordinate with Credit Risk, Finance, Product and Complaints to inform arrears forecasts and impairment drivers
• Lead, coach and develop the hybrid collections team and maintain wellbeing

Conoscenze

Collections leadership

Data-driven decisions

Regulatory knowledge (CONC 7, FCA)

People leadership

Stakeholder management

Automation tools (AI, chatbots)

Third-party management

Strumenti

Conversational AI

Speech analytics

Propensity models

Descrizione del lavoro

Jaja Finance, a UK-based consumer finance business, seeks a Senior Manager for Collections & Recoveries in Manchester. The role is hybrid, with two days in the office and in-house/partner operations to drive end-to-end collections performance and customer outcomes.

You will shape digital-first contact strategies, deploy AI/automation tools, and ensure compliance with CONC 7, FCA rules and consumer protections while leading a hybrid team and coordinating with Risk, Finance and Product.