Collections Strategy & Performance Manager optimizing collections strategy across arrears lifecycle at Amplifi Capital in Leeds, leveraging data and consumer lending expertise.
About the role
- Lead operational delivery and optimisation of collections and recovery strategies at Marshmallow. Ensure effective cash recovery while adhering to Consumer Duty principles.
Responsibilities
- Lead Operational Delivery Across the Collections Lifecycle - Own day-to-day performance of pre- and post-cancellation collections activity, ensuring delivery against cash, cure and coverage targets.
- Drive consistent, repeatable execution of high-impact recovery levers (e.g. forward-flow card charging and structured retry strategies).
- Ensure operational cadence across in-house recovery, external handover, and longer-dated balance strategies.
- Monitor and optimise recovery timing, treatment sequencing, and channel effectiveness to improve early-stage recovery and reduce aged debt.
- Optimise Recovery Levers Through Data and Automation - Embed data-led targeting into collections activity, including optimisation of charging windows, retry logic, and treatment strategy.
- Work closely with Engineering and Analytics to automate charging, messaging, and account progression through the recovery journey.
- Reduce manual interventions and fragmented processes by driving system integration and workflow improvements.
- Continuously test and refine recovery strategies to increase sustainable run-rate performance rather than episodic uplift.
- External Recovery Strategy & Coverage Expansion - Operationalise and manage Debt Collection Agency (DCA) handovers following completion of in-house recovery cycles.
- Support preparation for strategic balance sheet levers such as debt sale, including eligibility definition, operational readiness, and governance.
- Ensure appropriate controls and oversight of third-party partners, maintaining regulatory compliance and strong customer outcomes.
- Upstream & Cross-Functional Alignment - Partner closely with Claims, Finance, Compliance, Product, and Data teams to ensure the collections operation is supported end-to-end.
- Ensure customer-liable balances are created and transferred into collection strategies within agreed SLAs to maximise recoverability.
- Support integration of data sources payment tooling to improve targeting and affordability-aware engagement.
- Contribute to planning cycles, translating business objectives into operational execution plans.
- Risk, Governance & Consumer Duty - Ensure collections activity adheres to FCA requirements and Consumer Duty principles.
- Maintain robust oversight of vulnerable customer treatment, affordability considerations, and fair engagement practices.
- Identify operational risks within the recovery journey and implement scalable mitigations.
- Support audit, compliance reviews, and third-party governance requirements.
- Leadership & Team Development - Lead and develop team leaders and frontline collections colleagues, building a high-performance, accountable culture.
- Embed clear KPIs aligned to cash recovery, cure performance, quality, and customer outcomes.
- Coach managers to use data effectively in performance management and decision-making.
- Contribute to organisational design and workforce planning as recovery strategy evolves.
- Champion continuous improvement and ownership across the team.
Requirements
- Demonstrable experience in collections, arrears, or recoveries within an FCA-regulated environment.
- Strong operational leadership experience, including managing frontline teams and performance in a high-volume environment.
- Proven track record of improving recovery performance through process optimisation, automation, or data-led decisioning.
- Experience working with external recovery partners (e.g. DCAs) and understanding of end-to-end debt lifecycle management.
- Strong understanding of regulatory requirements, including Consumer Duty and vulnerable customer considerations.
- Commercially aware, understanding the relationship between inflow, recovery rate, timing, and bad debt economics.
- Comfortable operating both strategically and tactically, being able to define priorities and get into the detail of execution.
- Highly collaborative, with experience working cross-functionally with Product, Engineering, Finance, and Compliance.
Benefits
- Flexible working: Spend two days a week with your team in our collaborative London office, and own your own working hours. The rest is up to you 🏠
- Competitive bonus scheme - designed to reward and recognise high performance 🌟
- Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes 💰
- Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚
- Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓
- Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥
- Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
- Tech scheme - Get the latest tech for less 🖥
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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