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Head of Internal Servicing

Job LocationGlasgow
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Who we areWe are a financially strong, European regulated business operating in five different geographies, with over 9 million customer accounts, delivering strong financial returns. Our Purpose – building better financial futures.The role Due to significant growth we have a fantastic opportunity for a Head of Internal Servicing.This role will be based at our Glasgow office with some home working. Due to the current Pandemic this will be initially home based only.Working with Operations Director you will establish operational platforms more efficiently and cost effectively.You will drive forward operational centres of excellence, delivering operational efficiency, reducing CTC, digital deployment, effective controls and reporting.As the Head of Internal Servicing you will have responsibility for the performance, operationally and financially, of Internal Servicing within Arrow Global platforms.Responsibilities within the role:

  • Responsibility for delivering an effective cost to collect strategy and ensuring that associated overheads and IT spend operate within the overall business plan
  • Working closely with the leadership team in ensuring effective collections performance
  • Deliver a positive net financial contribution to the overall group P&L for all business platforms
  • Delivering all collections performance in line with plans, SLA’s and servicing in terms of performance against the rate card
  • Effective operational onboarding of debt purchase portfolios.
  • Responsible for ensuring fair treatment of customers through excellent and efficient service delivery
  • Ensuring excellence in customer service – meeting both regulatory requirements and internal performance targets
  • Working in partnership with the UK team, driving synergies and economy of scale benefits across the respective platforms
  • Delivery of all client SLAs
  • Provide SME support during new business opportunities.
  • To be successful in the role you will have a blend of the following skills:
  • Highly commercial Business Leader with extensive Operational and service leadership
  • Action orientated hands on leader, experienced in driving results through people
  • Experienced driving operational excellence and efficiency – demonstrating commercial benefits
  • Experience of balancing commercial and customer outcomes
  • Strong commercial and strategy capabilities
  • Knowledge and experience servicing a variety of asset classes
  • In-depth knowledge of UK financial services regulatory environment
  • Exceptionally strong leader
  • Strong team working ethic with a proven ability to build and sustain relationships, both internally and externally
  • Experience of improving business performance whilst maintaining defined corporate culture
  • Open and transparent approach
  • What we can offer youWe offer a competitive salary and attractive benefits package and we pride ourselves on rewarding success with our excellent bonus scheme and incentive package.
  • Share Incentive Plan
  • 25 Days holiday rising to 30 days (plus opportunity to buy/sell)
  • Pension Scheme – company matching up to 5%
  • Life Assurance 4 x salary
  • Private medical insurance / Health plans
  • Income protection
  • Employee assistance program
  • Cycle to work scheme / Gym Flex / Gadget scheme
  • Please note – we are an equal opportunities employer and FCA regulated company - we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening.

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