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Collections Change Specialist

London

About Salary Finance

Working with employers, we provide a financial wellbeing platform as an employee benefit, helping employees to understand their money better, get out of debt faster and save for their future. We already have a reach of over 4,000,000 employees through our relationships with over 600 of the biggest companies in the UK. 

By improving employee financial wellbeing, we have a very real and meaningful impact on people’s lives. We remove the stress and worry associated with financial difficulties by dramatically reducing the interest rates employees pay on their personal debt, and provide them with the tools needed to start saving sooner and be more financially secure. We are backed by some of the biggest brands, including investments from Blenheim Chalcot (the UK’s leading venture builder), Legal and General (the FTSE 100 insurer and asset manager), Experian and Goldman Sachs, and funding partnerships with JP Morgan and Virgin Money. 

Launched in 2015, we have made excellent progress, and are scaling fast. We are named BITC’s Responsible Business of Year 2018, included in KPMG’s Global Fintech 100, listed top of the Forbes' list of socially-responsible startups, and profiled by the Financial Times, the Times, the Wall Street Journal, the Guardian, the Telegraph, CityAM and the Institute of Directors. 

Your role in our mission

We are looking for a Collections Change Specialist to join our growing team and take the lead in delivering enhancements to our collections processes. This role will suit someone who thrives in a fast-paced, regulated environment and has a proven ability to manage operational change while keeping the customer at the heart of every decision.

What you’ll do

  • Lead and manage end-to-end change initiatives across the Collections function, from identifying improvement opportunities to implementation and post-change evaluation.
  • Own and maintain Collections procedural documentation (internal and customer-facing), ensuring accuracy, control, and compliance with FCA regulations.
  • Support with the day to day oversight of the Collections Operations and identify key trends, themes and gaps to ensure continuous improvement
  • Implement effective contact and operational strategies, incorporating automation, data insights, and scalable controls.
  • Manage small to medium-sized change projects, ensuring stakeholder alignment across Collections Strategy, Operations, Compliance, Product, Legal, and Tech.
  • Work closely with Product and Engineering to shape and deliver improvements to digital customer journeys, ensuring changes are customer-centric and outcome-driven.
  • Develop strong governance and controls around collections activity and ensure audit readiness.
  • Support the delivery of new collections platforms, tools, and processes as part of broader transformation programs.
  • Provide coaching and mentoring to junior team members and support ongoing process optimisation culture.
  • Stay current with industry trends, regulatory developments, and best practices in collections and change management.

About you:

Essentials 

  • Proven experience working in consumer credit collections (preferably unsecured lending) within an FCA-regulated firm.
  • Hands-on experience delivering process change, owning documentation, and working with cross-functional teams to drive improvements.
  • Sound understanding of collections regulatory frameworks including CONC, CCA, and Consumer Duty where applicable.
  • Proven operational experience in collections, with a track record of managing day-to-day processes and driving continuous improvement initiatives.
  • Strong analytical thinking and ability to work with operational MI to inform strategy.
  • Skilled in drafting or updating procedural documentation, workflows, policies, and scripts.
  • Excellent communication and stakeholder management skills - confident working with Operations, Compliance, Risk, Legal, and Tech.
  • Comfortable working in an agile, collaborative environment with a commercial mindset.

Awesome if :

  • Experience working with third-party vendors such as DCAs, legal partners, or insolvency practitioners.
  • Previous involvement in systems implementation or digital journey enhancements.
  • Familiarity with SQL or working alongside data analysts to evaluate change impact.
  • Exposure to debt sale processes, forbearance tooling, or financial hardship strategy design.
  • Leadership experience

Who you are

We embrace our differences, but there’s one thing we like to share, which is our values, so it’s important to us that you are:

  • Fearless, and able to make the impossible possible.
  • Responsible, and want to help build a business that delivers a meaningful difference to society.
  • Dedicated and want to commit to an exciting journey even through the highs and lows.
  • Empathetic and truly care about every colleague and customer.
  • United, because you understand we achieve more when we work as a team.
  • Humble, and take feedback as a way to continuously improve.

What do you get for all your hard work?

  • Company bonus scheme 💰
  • 25 days holiday with an extra day off on your birthday 🎂
  • Office first with up to a day a week working from home 🏢
  • Generous company benefits to include pension and life assurance and an annual allowance to spend on medical insurance, health cash plan, denplan, gym memberships 🤸
  • Enhanced policies that are family and pet friendly, to include company sick pay and peternity leave 🐶
  • Great career development in a fast paced environment 🚀
  • Regular company socials (post covid, although we've got quite good at virtual ones too!)
  • Volunteer days as part of our CSR program 🤝
  • More great perks to include weekly snacks, tuckshop, cycle to work, help to save and much more! 🍭

The typical interview process

  • Phone call with our Talent Manager - 20 mins
  • Video interview with Hiring Manager - 30 mins 
  • A single face to face interview which might include
    • Case Study to give you a taster of the role - 35 mins 
    • In person interview with Hiring Manager, Head of Department, Stakeholder, and / or Team -  60 mins 

We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team and are passionate about what we do. If you want to join a team that is changing people’s lives for the better then we’d love to hear from you.

Learn more at salaryfinance.com

Salary Finance is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive work environment where all employees and applicants can flourish.

If there’s anything we can do to accommodate your specific situation, please let us know.

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