Head of Collections & Debt Recovery

We are seeking an experienced and strategic Head of Collections & Debt Recovery to lead the organisation’s debt recovery operations. Reporting directly to the CFO, this senior leadership role will be responsible for developing and executing collections strategies, managing internal teams and external partners, and ensuring compliance with regulatory standards.

This is an exciting opportunity to join a growing business and make a significant impact on its financial performance by improving collections processes and customer outcomes.

• Oversee the day-to-day performance of the in-house collections team, ensuring effective execution of debt recovery strategies
• Develop and implement strategies to reduce outstanding debt while delivering fair and appropriate customer outcomes
• Work closely with finance and billing teams to forecast collections targets and optimise monthly billing runs
• Manage relationships with external partners and internal legal teams to progress aged debt efficiently and appropriately
• Ensure compliance with regulatory requirements, maintaining up-to-date documentation of policies, strategies, and processes
• Identify and mitigate conduct risks, with a particular focus on managing vulnerable customers
• Monitor and report on key performance indicators (KPIs), presenting findings and recommendations to senior stakeholders
• Drive continuous improvement initiatives to enhance collections processes and customer engagement strategies
• Support internal and external audits related to collections and debt recovery

We are looking for a results-driven leader with a deep understanding of end-to-end collections processes, regulatory compliance, and customer care. The ideal candidate will have a proven track record of managing debt recovery operations in fast-paced, regulated environments.

Essential Skills and Experience:

• Extensive experience in collections and recoveries strategy within regulated industries (utilities experience is highly desirable)
• Strong understanding of regulatory requirements and guidance related to arrears management
• Proven ability to build and maintain effective relationships with internal and external stakeholders
• Experience managing internal and external audits in a financial services environment
• Advanced knowledge of MS Office tools, particularly Excel, with the ability to produce detailed financial reports and analysis
• Strong leadership skills, with the ability to set clear objectives and track team performance
• Excellent communication and influencing skills, particularly when engaging with senior stakeholders
• A proactive and collaborative approach to problem-solving, with a focus on continuous improvement

• Bachelor’s degree in Finance, Accounting, or a related field (a Master’s degree is advantageous)
• Professional certifications such as Certified Credit Executive (CCE) or Certified Credit and Risk Analyst (CCRA) are desirable
• Active membership in relevant professional organisations is beneficial

This is a fantastic opportunity to take on a key leadership role within a growing organisation. As Head of Collections & Debt Recovery, you’ll be instrumental in shaping the company’s debt recovery strategy and driving financial performance.