Senior Collections Operations Lead – Case Progression

J B Leitch Ltd; Liverpool; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

J B Leitch Ltd in Liverpool is seeking an experienced operational leader to manage our Collections Case Handling team. This hybrid, full-time role focuses on large case volumes and progressive workflows to ensure timely recovery outcomes.

You will drive performance against KPIs, coach staff, and collaborate with the Head of Collections to shape future processes and technology usage. A hands-on, regulated-environment background is preferred.

Qualifications

• Experience leading operational teams within collections, debt recovery, legal services or a similarly regulated environment.
• Strong understanding of bulk case progression and workflow management.
• Experience managing performance against KPIs and service levels.
• A track record of improving productivity, efficiency and operational outcomes.
• Strong people management and coaching skills.
• The ability to analyse data, identify trends and implement solutions.
• Experience of using technology and process improvement to enhance performance.
• A proactive and hands-on management style.

Responsibilities

• Lead and develop a team of Collections Case Handlers.
• Drive performance against KPIs, productivity measures and service standards.
• Maintain oversight of case progression and ensure cases don’t become aged or stagnant.
• Identify barriers to recovery and implement solutions to improve outcomes.
• Monitor operational performance and use management information to drive improvements.
• Coach colleagues and support their ongoing development.
• Work closely with the Head of Collections to deliver departmental objectives.
• Drive continuous improvement through better use of technology, automation and process design.
• Ensure work is completed in line with client requirements, regulatory obligations and internal procedures.

Skills

Team leadership

KPI management

People coaching

Data analysis

Process improvement

Technology adoption

Regulated environment

Job description

J B Leitch Ltd in Liverpool is seeking an experienced operational leader to manage our Collections Case Handling team. This hybrid, full-time role focuses on large case volumes and progressive workflows to ensure timely recovery outcomes.

You will drive performance against KPIs, coach staff, and collaborate with the Head of Collections to shape future processes and technology usage. A hands-on, regulated-environment background is preferred.