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Form of work
SalaryAre you an experienced senior collections leader?
Are you passionate about delivering good outcomes for customers?
Do you have an aptitude for leading a high performing operation with strong risk management, controls, and governance?
At YBS, we want to do everything we can for our customers and delivering good customer outcomes is at the heart of what we do here. We are looking for a highly skilled and experienced Operations leader with extensive mortgage collections experience to head up our collections and recoveries team.
In this role, you will lead a large team and transform the Mortgage Collections and Recoveries operation, overseeing every facet with precision. A strategic thinker, you will develop and implement strategies to manage arrears effectively and compliantly, whilst providing support to customers experiencing financial challenges. Youre obsessive about doing the right thing for the customer and society; championing exceptional customer outcomes through robust risk-management and effective operational resilience. You demonstrate proficiency in utilising data-driven insights to make informed decisions and drive meaningful results.
What youll do
- Working across the life cycle of arrears activity, you will develop and improve existing arrears management strategies and processes to optimise the way in which customers are supported. You will collaborate with our credit risk and compliance teams ensuring alignment and adherence to internal policies and regulations.
- Lead a team of collections professionals, providing guidance, support, and performance management ensuring the delivery of good customer outcomes in line with our strategy.
- Youll provide the leadership and direction that enables teams to deliver for our customers and create an environment that makes colleagues feel motivated, valued, and understand how their contribution impacts the business.
- As a strategic thinker, youll have the capability to analyse complex information and make data-driven decisions.
- Create and champion a culture of coaching and continuous improvement where everyone is focused on achieving results and delivering for our customers.
- Work in parallel with our change agenda and prepare the operation to deliver against upcoming initiatives.
- Monitor and analyse key performance indicators (KPIs) to track and improve overall collection activities.
- An active member of the collections industry, with strong external connections and up to date knowledge of the collections landscape, including emerging technology trends and their potential impact.
- As a key member of the wider Senior leadership team in Customer Services (CS), youll play a pivotal role in shaping and executing strategic initiatives that will drive our success in the years ahead.
What youll bring
- Experience of leading large Operations in a fast-paced environment, with a customer centric mind-set.
- Working knowledge of Collections in a Financial Service environment including an excellent understanding of the regulatory landscape that governs it.
- Experience in leading and developing a high performing function that is responsive and delivers sustainable customer outcomes whilst remaining compliant with necessary legislation and regulations
- An accomplished senior leader with a passion for leadership and continuous learning.
- Ability to motivate, inspire, and unite.
- Experience of building a culture that fosters performance and high engagement.
- Excellent communication skills, youll have proven experience of successfully managing relationships with stakeholders across the business and with external stakeholders, such as the regulators.
- Able to identify problems and come up with effective solutions to make autonomous decisions.
- Someone who enjoys a dynamic workload, you will be comfortable in adapting to change, embracing bold ideas, and are intellectually curious.
About us:
At YBS we dont have shareholders, we have members. We care about people and that includes you. So here, youll be respected for who you are, youll be able to bring your whole self to work, and youll have everything you need to build a long and rewarding career.
Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether its finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you.
Development. We want you to feel challenged here. Whatever your ambitions, were committed to helping you develop your skills and move ahead in your career journey. From day one, well set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity. Were passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If youll go the extra mile to help our members, youll fit right in and feel you belong here.
About our Benefits:
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
Holiday. Youll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
Bonus. We work together to reach for better at YBS, so when we reach our goals were all rewarded, with up to a 10% annual bonus.
Pension. We know how important it is to save towards the future, thats why well contribute up 11% into your YBS pension.
Healthcare. Health and wellbeing are an important part of life at YBS, when you join us youll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
My Benefits. When you join YBS youll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.
Ready to apply?
If youre excited about this role and want to be part of the YBS team, apply now to send us your application.
Want more information?
If you have any questions about this role, please contact Holly Gallagher on recruitment@ybs.co.uk
