Senior Business Operations Manager, Collections & Recoveries

Sopra Steria Limited; Killingworth Village; Hybrid; GBP 63,000 - 75,000; Full time

Job summary

A leading financial services firm is seeking a strategic lead for collections and recoveries in the UK. You will be responsible for championing regulatory compliance, leveraging data for informed decisions, and building a high-performing team. This hybrid role offers up to £75k salary along with competitive benefits including a car allowance, flexible leave options, private medical cover, and life assurance. Applicants should have a strong understanding of debt collection regulations and experience in mortgage collections.

Benefits

£5,400 car allowance

25 days annual leave

Private medical

Life assurance

Pension

Generous flexible benefits fund

Qualifications

• Strong understanding of regulatory debt collection requirements.
• Excellent communication skills, both written and verbal.
• Experience in mortgage collections preferred.

Responsibilities

• Lead the collections and recoveries strategy with a customer-focused approach.
• Ensure compliance with UK consumer credit laws and FCA standards.
• Use data insights to track performance and make informed decisions.
• Build and support a high-performing team with clear goals.

Skills

Regulatory compliance

Communication skills

Team leadership

Problem-solving

Customer focus

Partnership-building

Data analysis

Job description

Help us shape fair, data‑smart collections that put people first. Founded in 2021, Sopra Steria Financial Services is redefining what’s possible for public and private sector organisations across the UK, ranging from cutting‑edge IT and consulting for leading banks to energising customer experiences for the UK’s largest savings bank and ethical, data‑driven recoveries that do the right thing for customers and clients.

What you’ll be doing

• Lead by example, championing a positive, solution‑focused and commercially aware mindset, while modelling behaviours that support an inclusive and collaborative culture.
• Shape and deliver the collections and recoveries strategy, using innovative and customer‑centric approaches that improve outcomes and align with business objectives.
• Maintain strong regulatory compliance by ensuring all activities meet UK consumer credit laws, FCA standards and internal governance requirements, supported by regular monitoring and reporting.
• Use data and insight to identify risks, track portfolio performance and drive informed decision‑making, presenting clear recommendations to senior leadership when needed.
• Build a high‑performing team through clear goal‑setting, supportive coaching, continuous feedback and a focus on personal and professional development.
• Strengthen operational excellence by continually improving policies, processes, workflows and technology to enhance efficiency, customer experience and compliant delivery, including contributing to the growth of mortgage collections where relevant.

What you’ll bring

• Strong understanding of regulatory requirements across debt collection activities, with a commitment to fair and consistent customer outcomes.
• A proactive, partnership‑focused mindset, acting as a trusted adviser to colleagues, stakeholders and clients.
• Excellent communication skills, with the ability to listen, engage and convey information clearly in both written and verbal formats.
• Confident in leading, motivating and supporting others, using creativity and collaboration to solve complex problems.
• Passionate about delivering positive outcomes, including strong collection performance, great customer experiences and high‑quality standards.
• Comfortable navigating a fast‑paced, evolving environment, using a solution‑focused approach to balance customer, stakeholder and business needs.
• Experience in mortgage collections.

Salary: Up to £75k pa depending on experience.

Benefits: £5,400 car allowance; 25 days annual leave with the option to buy additional days; private medical; life assurance; pension; and generous flexible benefits fund.

Location: Home based and Newcastle; hybrid with 1‑2 days per month in the Newcastle office.