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Senior Operations Manager Customer and Debt Management

Partnership Jobs
Job LocationLeeds
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

About PwCs OperatePwCs Operate delivers operational and managed services solutions to clients across a range of situations often associated with their regulatory, risk and/or compliance agendas. We bring together regulatory insight, highly skilled operational resources and an unrivalled technology offering to provide a high quality and cost effective solution to operational delivery challenges.Our capabilities stretch across a number of service offerings including; Financial Crime, Customer Management, Compliance Testing, PMO, Contract Solutions, Finance Solutions, Business Operations, Change Solutions and Technology Solutions. We have over 1,500 people located in our purpose built, secure delivery centre in Belfast; across our regional offices in London, Manchester and Edinburgh; and on a range of client sites.As a Senior Manager in Operate, youll work as part of a team to help clients handle critical projects, programmes and processes, from keeping pace with regulation to trackling transformation.Key Responsibilities

  • In conjunction with team managers assume responsibility for quality, risk and governance and seek ways to continually improve debt management and customer management processes, driving efficiencies and automating processes through the use of technology.
  • Develop specific targets for customer arrears, business drivers, systems, priorities and associated risks for the collections function
  • Oversee the set up and operational delivery of multiple large scale complex programmes to deliver relevant, cost effective and process efficient solutions that meet client needs and objectives.
  • Ensure that the business delivers excellent services to its customers by providing top performing, innovative income management services with focus on customer engagement and support
  • Lead by example to successfully manage and develop a team ensuring they are providing a best in class service
  • Undertake the role of strategic lead for the collections function taking ownership of the associated policies, procedures and systems
  • Understand the regulatory environment, and the changes on the horizon, to ensure that the business and clients are equally prepared for these.
  • Act as subject matter expert for the collections function ensuring compliance with relevant bodies and best practice standards
  • Build and maintain an agile framework and structure to service large scale client programmes with metrics and a reporting framework to accurately articulate performance to clients, ensuring all programmes meet with contractual obligations and standards as well as budget and timescales..
  • Help to position our services and capability across the PwC network, building and holding relationships with Partners
  • Personally maintain strong professional relationships with key client stakeholders.
    • Person SpecificationEssential
  • Demonstrable strong operational experience of collections and/ or debt management and customer management
  • Proven ability of creating a collections strategy and translating this into meaningful plans that have delivered positive outcomes
  • Experience working with B2B and B2C customers
  • Good regulatory understanding of debt management
  • Experience of operating at senior management level preferably within a financial services environment
  • Demonstrable success as a senior leader and of managing and developing large high performing teams.
  • A track record of success setting up and / or running operations, demonstrating strategic outlook, commercial acumen and business planning.
    • Desirable
  • CICM or similar qualification
  • Experience with workflow technology
  • Knowledge and understanding of customer remediation.
  • Experience leading teams across multiple sites.
  • Professional Attributes
  • Effective leadership skills
  • Commercial acumen
  • Ability to communicate effectively and build relationships
  • Ambitious and driven by success
  • Entrepreneurial approach and mindset
  • Performance focused
  • Forward thinking and technology driven
    • Additional RequirementsWe are open to the location for this role, however the successful candidate must be able to undertake occasional travel and work away from home location where required.Not the role for youDid you know PwC offer flexible contract arrangements as well as contingent work ( ie temporary or day rate contracting)The skills we look for in future employeesAll our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, and our clients. These skills and behaviours make up our global leadership framework, The PwC Professional and are made up of five core attributes; whole leadership, technical capabilities, business acumen, global acumen and relationships.DiversityWe work in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool, as well as those who reflect the diverse nature of our society. And we aim to encourage a culture where people can be themselves and be valued for their strengths. Creating value through diversity is what makes us strong as a business and as an organisation with an increasingly agile workforce, were open to flexible working arrangements where appropriate.

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