Senior Collections Team Manager | London, UK

Worldpay; London; On-site; GBP 50,000 - 75,000; Full time

Job summary

Join Worldpay as a Senior Collections Team Manager, leading a dynamic team to manage cash collections for small to medium business customers. This role involves ensuring high performance against KPIs, fostering customer satisfaction, and driving continuous improvement initiatives. Ideal candidates possess substantial leadership experience, particularly in FCA-regulated environments, and have a strong background in B2B collections.

Qualifications

• Minimum of 5 years of experience in an operations leadership role.
• Experience in B2B collections.
• Excellent customer service skills.

Responsibilities

• Managing a team of 6-8 high-performing agents.
• Planning and distributing work focused on cash collection.
• Building relationships with stakeholders for resolution.

Skills

Leadership

Negotiation

Customer Service

Excel

Job description

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

We're looking for a Senior Collections Team Manager to join our ever-evolving SMB Collections team based in Manchester to help us unleash the potential of every business.

Are you ready to make your mark? Then you sound like a Worldpayer.

About the team

Our SMB Collections teams provide support to our Small to Medium Business customers, managing accounts with a strong focus on cash collection, and aged debt clearance. You'll be part of a high-performing, fast-paced team that always strive to exceed cash and quality targets whilst operating in line with FCA, DPA and Banking Code Regulations.

Customer Experience

Our Customer Experience Worldpayers are at the heart of it all - enabling us to provide world-class support to customers. Unwavering dedication and enthusiasm, they're always finding ways for us to grow together

What you'll own

You will be managing a team of 6-8 high-performing agents in a fast-paced environment, and you will be responsible for managing performance against KPI's.

You'll be responsible for the planning and distribution of work to a team of Collections Advisors, ensuring there is a strong focus on cash collection and excellent customer service.

You will work closely with a variety of internal and external stakeholders to build strong relationships, resolve customer queries and ultimately ensure the protection against loss to Worldpay via the reduction in the bad debt provision.

As the Senior Collections Team Manager you will also be supporting the Senior Level Management Team for our Collections department with continuous improvement initiatives ranging from Collections strategy, maintenance of SOPS and acting up when required.

This role is fast paced working across multiple platforms and lines of business with the aim of providing a first-time resolution service to a portfolio of corporate customers.

Communication is a key part of this role, building effective internal and external business relationships.

What you bring

• Minimum of 5 years of experience in an operations leadership role, ideally within an FCA-regulated environment.
• Ability to develop, lead, and motivate a team an understanding of how to coach, mentor and inspire people.
• Creating a culture of continuous improvement in Operations for both customer and colleagues
• B2B collections experience
• Excellent customer service skills with experience of negotiation and influence
• Previous exposure to working in a target-driven environment
• Good Excel skills
• Understanding of Direct Debits & knowledge of bed debt reduction

Added bonus if you have:

• Experience working with small to medium business customers
• Understanding of BACS rules

Accountable - You never stand still, never settle. You work at pace to achieve your goals.

Dynamic - You champion your ideas and stay flexible to make them happen. You know that every action adds up.

Determined - You stay open - winning, and failing, as one. Always looking for solutions that add value.

What makes a Worldpayer

What makes a Worldpayer? It's simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We're dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we're determined, always staying open - winning and failing as one.

Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career.

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Privacy Statement

Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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