Head of Recoveries

Location: Remote
Department: Commercial
Contract type: Permanent / Full-time

About the role

We’re looking for a Head of Recoveries to join our Commercial team, and play a key role in leading the operational delivery of the Recoveries function, acting as the conduit between the commercial oversight set by the Third Party Claims Director and the day-to-day performance of the operation. Take ownership of running the uninsured loss recovery (ULR) service – driving efficiency, productivity and quality, maximising recovery opportunities and success rates, and accelerating cash – so that the operation inherently delivers the commercial outcomes required. Build, coach and develop a high-performing and engaged team of Recoveries Managers and handlers, and act as the senior operational point of contact for our customers, ensuring the service consistently meets and exceeds contractual commitments.

Activate Group is a growing UK business with 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.

Key responsibilities

• Own the operational performance of the Recoveries function, converting the commercial strategy and targets set by the Third Party Claims Director into a clear delivery plan and operating model that drives efficiency, quality and results.
• Act as the conduit between commercial oversight and operational delivery, ensuring the day-to-day running of the uninsured loss recovery (ULR) service inherently delivers the commercial outcomes required.
• Maximise recovery opportunities and success rates across the ULR service, ensuring every recoverable claim is identified, pursued effectively and settled at the earliest opportunity.
• Drive continuous improvement in operational efficiency and productivity, streamlining processes and removing waste across the function, with a focus on software development & technological capabilities to automate the routine.
• Own quality across the function – set and monitor quality standards, embed a right-first-time culture, and use quality improvement to reduce leakage and improve recovery performance.
• Drive down the recoveries ledger and aged backlog, accelerating days-to-payment and cash through clear operational plans, controls and resourcing.
• Liaise and negotiate with insurers and claims handling firms to present ULR claims and secure maximum success in recovery attempts, personally leading on complex, high-value or escalated matters.
• Provide the Director with clear operational MI, insight and recommendations – including trends on recovery rates, leakage and margin – to inform commercial and pricing decisions.
• Set, monitor and report on the operational KPIs for the function – recovery success, leakage, productivity, days-to-payment, quality and billing conversion – using quality data to identify opportunities and drive continuous improvement.
• Lead and develop a team of Recoveries Managers, providing coaching, feedback and performance management to build a high-performing, engaged and resilient function.
• Attend and support customer performance review meetings, sharing successes, key learnings and targeted improvement plans, and building strong and trusted operational relationships.
• Collaborate with group functions - Finance, Contact Centre, Third Party Intervention, People and Implementation - to deliver customer contractual commitments and adapt the operation in line with customer growth, change and feedback.
• Lead effective resource and capacity planning for both immediate and long-term customer requirements, ensuring all team members are multiskilled to maximise resource capacity and flexibility.
• Ensure the function meets all regulatory, contractual and compliance requirements, and that team members maintain relevant and up-to-date knowledge.
• Manage the performance of your leaders and their teams. Set short and long term KPIs, identify rising stars, and provide coaching and support to your team, including those who need extra help.
• Lead recruitment, induction and development for the function, working closely with the People and Training Teams to ensure a seamless experience for candidates and a great welcome for new starters.
• Own engagement for the function – analyse and act on the Group Engagement Survey outputs, develop local action plans with the People Team, and use the tools and recognition available (e.g. Activate Applause, team engagement budget) to keep the team motivated.
• Proactively tackle informal performance, behavioural and attendance issues, working closely with the People Team to manage any subsequent formal matters that arise; work closely with the wider Operations leadership team and contribute to cross-departmental projects based on business needs.