How your CV stacks up
Upload your CV to see how well it fits this job role
?%
About Us
At 118 118 Money, we are dedicated to helping Britain achieve financial fitness. In 2023, we proudly relaunched the iconic 118 118 twins, reaffirming our commitment to improving the financial health of individuals across the nation. Our loans and credit cards are designed specifically for those often overlooked by mainstream lenders, empowering over 800,000 customers on their journey to better financial well-being.
Our vision is to champion financial fitness throughout Britain by offering accessible products, valuable resources, and unwavering support. We are on a mission to provide fair and transparent credit solutions that promote financial well-being for all.
With an impressive 4.8 Trustpilot rating, we take pride in being an approachable lender, ready to provide clear financial support. If you’re inspired by what you’ve read and want to make a real difference in people's lives, keep reading - your next opportunity to contribute to our mission could be just a few clicks away!
What you’ll do
We are seeking an experienced and commercially minded Director of Collections to lead and evolve our end-to-end collections strategy, driving strong portfolio performance while ensuring fair customer outcomes.
You will be responsible for overseeing collections strategy, portfolio analytics and risk management across the credit card lifecycle, whilst providing strategic oversight and performance support to our collections contact centre operation.
You will bring deep expertise in loans and credit card collections, credit risk and portfolio management, combined with strong analytical capabilities, including advanced SQL skills.
Working closely with collections operations, you will provide leadership across key areas including dialler and contact strategies, performance management frameworks, quality assurance and the evaluation and potential procurement of third-party collections service providers where this supports customer outcomes and business objectives.
This role is a role which is subject to certification by us under the Senior Managers and Certification Regime (SM&CR).
Key Responsibilities
Collections Strategy & Customer Journey
- Own the end-to-end collections strategy across the customer journey, aligned to a prevent/cure/operate framework. This includes pre-arrears engagement, treatment segmentation, promise-to-pay strategies, forbearance, contact and communication sequencing and intervention approaches designed to maximise customer outcomes, portfolio performance and regulatory compliance.
- Lead the continued improvement of self-serve arrears management tools and digital collections journeys, ensuring options are accessible and Consumer Duty aligned.
- Ensure vulnerable customer identification and support is embedded across all collections channels and customer journeys, in line with FCA Consumer Duty and vulnerability guidance.
- Provide strategic oversight of the collections contact centre operation, partnering with contact centre leadership on dialler and contact strategy, capacity planning and campaign management across outbound activity.
- Establish and govern collections performance, quality assurance and customer outcome frameworks, monitoring key metrics such as contact rate, right-party-contact and conversion to drive consistent, compliant performance.
- Lead the evaluation and potential procurement of third-party or BPO collections service providers, including input to performance governance and contract oversight.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Portfolio Strategy, Analytics & Risk Management
- Lead the development and implementation of portfolio strategies for our product ranges, ensuring a comprehensive understanding of the product lifecycle and its impact on collections.
- Lead your team to perform detailed analysis of customer behaviour, product performance and payment patterns using SQL to identify trends and proactively mitigate delinquencies before they escalate.
- Work closely with the finance team to provide early warning signals regarding portfolio performance, enabling adjustments to financial forecasts and budgets.
- Recognise the interdependencies between portfolio performance and areas such as budgeting, growth strategies and financial planning.
- Demonstrate expertise in segmenting and predicting customer behaviour, proactively identifying at-risk customers and implementing strategies to mitigate potential delinquencies.
- Analyse customers in arrears, segmenting them into quintiles to forecast recovery potential and optimise collections efforts.
- Develop and optimise a recoveries function, aiming to reduce debt sales by 50% and enhance recovery outcomes.
- Work cross functionally to refine risk models and scorecards based on data-driven insights.
- Partner with the growth and marketing teams to ensure promotions are targeted to the right customers based on behavioural insights and portfolio performance.
- Mentor and lead a team of specialists, ensuring a proactive and performance-driven culture.
- Regularly assess portfolio health and performance, providing senior management with insights on emerging trends, risks and actionable strategies for future performance.
- Ensure all portfolio management practices are compliant with regulatory requirements and internal policies.
What you need
- Experience owning end-to-end collections strategy across the customer lifecycle.
- Strong working knowledge of Consumer Duty, CONC, FG21/1 and related FCA frameworks, with a track record of embedding vulnerability support and fair-outcome practices.
- Experience developing digital and self-service collections capabilities and evaluating, selecting and governing third-party or BPO collections partnerships.
- Experience providing strategic oversight of contact centre collections operations at scale, including dialler and campaign management, capacity planning and quality frameworks.
- Significant experience in loans and credit card collections and portfolio management, optimising portfolio performance and managing risk.
- Strong analytical skills, with advanced SQL for extracting, manipulating and analysing large dataset to forecast and mitigate risk.
- Proven experience refining credit risk models, scorecards and analytics to segment and predict customer behaviour, implementing strategies that mitigate risk and improve portfolio performance.
- Experience developing and refining a recoveries function, driving down debt sale volumes while improving recovery outcomes.
- Understanding of the interdependencies between portfolio decisions and wider business areas.
- In-depth understanding of the full credit card product lifecycle, from origination through repayments to collections.
- Proven ability to lead a team, manage performance and drive results in a fast-paced environment.
- Ability to review and interpret legal and regulatory documents with accuracy and to judge when urgent escalation is required; balancing speed with precision under pressure.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
What's in it for you?
- A competitive salary
- Flexible, hybrid working opportunities.
- Company bonus scheme
- 25 days annual leave, (plus bank holidays) increasing to 27 after two years service and 30 after five.
- Company pension scheme – which includes life cover of 4x your base salary.
- Eye test – you can claim a freebie each year, or if your needs change.
- Employee Assistance Programme- we offer membership to a recognised scheme to support you and your wellbeing.
- A strong ethos of equality, diversity, and inclusion.
- Wide business exposure, in terms of business disciplines, projects and stakeholders.
- Direct contribution to business transformation and growth.
Like what you’ve heard? Great - apply now!
As a candidate, we know the interview process can be daunting and it’s important that you have a great experience with us. We will do all we can to make sure you are fully informed and excited by our story so we get to see the best from you. If you need any adjustments made to help you with the interview process, just let us know by emailing claire.hinson@118118money.com and we’ll do our best to accommodate them.
Following your application, we will want to learn more about you, your motivations, experiences and values. In turn, you get to learn about our business, our culture, the role and what we can offer you.
If you think you’d be great for the role, but don’t necessarily tick all the boxes, we’d still love to hear from you, so apply today and take the first step towards an exciting future!
Equal Opportunity Employer
At 118 118 Money we are passionate about equality, diversity, and inclusion. We are committed to being representative of different cultures, background, lifestyles, and groups, where everyone has an equal chance to succeed. It is our policy to treat everyone fairly and to ensure no one is disadvantaged or receives less favourable treatment. We recognise that everyone has different needs and while we can’t accommodate every flexible working request we are more than happy to have a conversation about it.
How we handle your data
118 118 Money requires your personal data to process your application for a position within our Company. If your application is successful through to telephone screening/interview, and you are not selected for a role, we may store your personal data for 12 months to enable our HR team to contact you should future roles be advertised.
Where you apply, but are not selected for telephone screening/interview, we will delete your personal data once the position is filled.
118 118 Money does not use automated decisioning or profiling when selecting candidates.
For your rights under GDPR please see our Privacy Policy.
Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location