Collections Strategy Manager

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Job Summary

The incumbent will be responsible for developing and optimising data-driven collections and recoveries strategies using analytics and predictive modelling to improve performance, reduce impairments, and enhance customer experience. The role includes monitoring strategy effectiveness, implementing new collection methods, supporting operational capability improvements, and ensuring full compliance with risk, regulatory, and internal policy requirements.

• Assess and evaluate the rules and calculations that run the segmentation of delinquent accounts.
• Continuously review and update the performance of collections and recoveries activities and recommend improvement adjustments to Operations and Business to meet short term plan (STP) budgets and medium term plan (MTP) budget targets.
• Develop and deliver significantly enhanced collections plans through the assessment and classification of risk.
• Ensure Management Information (MI) in place or is developed to monitor strategy performance and effective implementation/adherence by quality checking MI teams reports and reviewing the information at Customer Value.
• Ensure systems used for implementing collections strategies are fit for purpose and identify and specify enhancements by confirming strategies are working as required and as per implementation plans.
• Identify new collection opportunities to enhance collection strategies i.e. payment capability, reminders, engagement, channels;
• Continuously review collections activities to ensure that there is compliance with all internal policies and procedures in the team and provide coaching and feedback on how to improve compliance.
• Liaise with the relevant risk management stakeholders in order to identify and manage the objectives of collection strategies to drive risk management;
• Liaise with the relevant collection operations stakeholders to manage strategy execution and success;
• Liaise with the relevant compliance and regulatory bodies to ensure adherance legislation and policies
• Manage strategy sign-off process to ensure that all stakeholders are informed of proposed strategy changes and benefit or impact of these changes to the business
• Liaise with the CVM capability team to ensure that the strategy is correctly implemented and that the timelines are within acceptable standards

Education

Bachelor's Degree: Business, Commerce and Management Studies (Required)