Director of Collections and Recoveries

Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our recruitment process:

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious.

Following your application being reviewed, you can expect the below:

Stage 1 - Call with Anna Griffin, Talent Acquisition Partner

Stage 2 - Role related interviews

Closing Date: 9am, Thursday 29th August

About the role:

This certified role is responsible for defining and delivering the best customer experience through strong leadership, effective strategy and efficient processes relating to all collections and recoveries activities. The Director of Collections and Recoveries is responsible for a team of circa 150 colleagues with presence in Cardiff, London & Manchester. We're looking for a strategic, personable leader with a strong operational background to own our Collections & Recoveries activity.

Key Accountabilities and Responsibilities include:

Strategic Leadership:

• Shape strategic priorities for Collections and Recoveries and present these to Executives and Board.
• Develop and deliver the strategic plan for Collections aligned to overall business objectives and regulatory requirements to minimise risk and improve efficiencies within the department and across the bank.
• Align the Collections and Recoveries strategy with overall business objectives and regulatory requirements.
• Monitor industry trends and incorporate best practices to enhance C&R processes.
• Develop engagement strategies that support customers to manage their debt and achieve their financial goals.

Operational Management:

• Planning and managing resources effectively and driving process efficiency.
• Overall responsibility for management of the Collections function delivering upon set policies and ensuring fair outcomes for customers needing debt management.
• Challenge the current operating model and ways of working within the department and wider organisation.
• Implement and manage systems and processes to track and improve collection performance.
• Ensure effective use of technology to optimise collection efforts and efficiency.

Team Leadership and Development:

• Inspire trust and confidence in individuals and teams.
• Lead, motivate, and develop a high-performing team.
• Foster a culture of continuous improvement and professional development.
• Ensure adequate training and resources are provided to team members.
• Develop the talented Collections teams to broaden their expertise and build careers within the bank.

Compliance and Risk Management:

• Support the Executive in ensuring regulatory compliance of customer service operations (e.g. Treating Customers Fairly, Consumer Duty of Care, CONC) and constantly challenging this.
• Ensure all collection activities comply with relevant laws, regulations, and internal policies.
• Develop and maintain a robust risk management framework for collections and recoveries.
• Collaborate with risk, legal and compliance teams to address regulatory changes and challenges.

Performance Monitoring and Reporting:

• Provide regular reports and insights to senior management on collection performance and trends.
• Use data analytics to drive decision-making and improve quality and performance.
• Establish measures of performance to monitor the effectiveness of collection activities.

Stakeholder Management:

• Collaborate and work closely with Engineering, technical operations and customer operations leadership to ensure strategic plans are delivered and embedded within the organisation.
• Engagement with third parties to meet obligations under the Government Backed Lending schemes, including representing Starling on industry forums and effectively managing third party supplier relationships.
• Work cross-functionally to improve processes and practices across the bank to reduce customer detriment and improve financial health.

Requirements

This role is certified under the Senior Manager Certification Regime; a Fit and Proper assessment will be conducted for the successful candidate.

• Collections Experience in a growing business
• Relevant and extensive regulatory knowledge for Collections and Recoveries (including CONC 7, the Consumer Credit Act (CCA) and the Lending Standards Board (LSB)
• Analytical skills - the ability to use and interpret data to drive solutions

Benefits

• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day’s holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary & group income protection
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous family-friendly policies
• Incentives refer a friend scheme
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

About us:

You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway.We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Starling Bank will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.