Collections Senior Operations Manager (contact centre) Mr Price Money

Responsibilities: Lead and Inspire High-Performing Teams

Provide strong leadership to the Collections and Recoveries Contact Centre team.

Create an engaging, customer-focused, and performance-driven culture.

Build team capability through coaching, mentoring, and ongoing development.

Foster collaboration, accountability, and continuous improvement across the operation.

Drive Operational Excellence

Manage the day-to-day operations of the Collections and Recoveries Contact Centre to ensure delivery against performance objectives.

Monitor productivity, service levels, and collections outcomes to drive operational efficiency.

Identify opportunities to improve processes, systems, and customer experiences.

Ensure resources are effectively planned and aligned to business requirements.

Performance Management

Set clear individual and team performance objectives and ensure expectations are understood.

Monitor and manage performance against agreed targets and quality standards.

Conduct regular coaching and performance reviews to support employee growth and development.

Use performance insights and data to recognise success, address gaps, and improve overall results.

Financial Management and Reporting

Manage operational budgets responsibly, ensuring expenditure remains within approved OPEX and CAPEX parameters.

Monitor operational and financial performance against business targets.

Prepare and present meaningful management reports and insights.

Analyse trends, risks, and opportunities to support informed decision-making and continuous improvement.

Governance, Risk and Compliance

Ensure all collections and recoveries activities operate within regulatory and company requirements.

Maintain and enhance policies, procedures, and controls to support compliance and operational effectiveness.

Monitor adherence to relevant legislation, industry standards, and internal governance requirements.

Manage third-party supplier relationships and ensure Service Level Agreements (SLAs) remain effective and aligned to business needs.

Benchmark operational practices against industry standards to identify improvement opportunities and best practices.

Strategy Execution

Translate collections and recoveries strategies into effective operational plans.

Partner with Risk, Credit, and Customer Value Management teams to ensure successful execution of collection strategies.

• Drive initiatives that improve collections performance, operational effectiveness, and customer outcomes.