Customer Service Specialist providing debt negotiation for telecom products and services. Offering solutions via active/receptive voice support in São Caetano do Sul, Brazil.
About the role
- Collections Strategy & Performance Manager optimizing collections strategy across arrears lifecycle at Amplifi Capital in Leeds, leveraging data and consumer lending expertise.
Responsibilities
- Own the design, optimisation, and performance of collections strategies across early arrears, late arrears, default, and recoveries.
- Use internal and external data to develop, test, and refine segmentation, treatments, and contact strategies.
- Define and track core collections performance metrics, turning insight into clear actions and prioritised change.
- Lead structured strategy testing and experimentation, with clear success measures and controls.
- Design and evolve customer solutions and forbearance options that reflect affordability, vulnerability, and regulatory expectations.
- Ensure strategies deliver fair outcomes for customers in financial difficulty and align with Consumer Duty and Financial Assistance requirements.
- Work closely with Operations to ensure strategies are practical, controlled, and consistently applied.
- Build and own scalable, self-serve‑ collections MI and monitoring that provides clear visibility of performance and risk.
- Reduce manual reporting by embedding automated controls, alerts, and performance views.
- Act as a hands-on‑ user of analytics to answer commercial and regulatory questions.
- Own the Collections strategy and product roadmap, building business cases to prioritise enhancements, automation, and tooling improvements.
- Lead strategy led‑ change initiatives end to end, partnering with Credit Risk, Product, Operations, Technology, and Compliance.
- Identify opportunities to simplify processes, reduce friction, and improve scalability.
- Oversee the performance of third-party‑ collections and recoveries partners, setting strategy, KPIs, and outcome expectations.
- Use performance insight to challenge and optimise partner performance.
- Maintain strong governance, documentation, and auditability of strategy decisions.
Requirements
- A proven track record with 5+ years’ experience in analytics or data focused collections and recoveries strategy roles.
- Proven experience using data and analytics to design, optimise, and evaluate collections strategies, including customer level behavioural analysis.
- Strong understanding of the UK Financial Assistance regulatory landscape, including CONC and Consumer Duty.
- Experience working with or overseeing third-party partners (e.g., DCAs, debt purchasers) to optimise Collections and Recoveries.
- Demonstrated success influencing and partnering with Credit Risk (2LoD), Product, Operations, Compliance, leadership teams.
- Strong stakeholder management skills with the ability to collaborate across a fast paced, cross functional environment with diverse skill sets.
- Hands‑on experience interrogating data and building insight using tools such as SQL, Python, SAS, Power BI or R
- Strong analytical thinking paired with the ability to step back and think strategically, shaping long-term direction as well as day-to-day improvements.
- Comfortable exercising independent decision making, owning outcomes, and operating with autonomy.
- Able to manage multiple priorities and deadlines without compromising quality or judgement.
- Clear and confident communicator able to translate complex analysis into practical recommendations for senior stakeholders.
- Collaborative, adaptable, and willing to roll sleeves up to support broader team priorities.
Benefits
- Competitive salary
- 25 days annual leave
- Pension
- Holiday Purchase Scheme
- Discounted Gym Membership
- Subsidised Nursery Fees
- Private Health Insurance
- Hybrid working (2 days from home).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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