Head of Financial Care
HybridLondon, England, United Kingdom
Job Summary
Own end-to-end collections strategy and process across early, late, and default-stage arrears, ensuring all activities meet FCA requirements including CONC and Consumer Duty. Embed processes to identify vulnerable customers and apply appropriate forbearance, repayment plans, and tailored treatment paths underpinned by robust affordability assessments. Lead and coach the financial care team, governing relationships with external debt collection agencies, litigation partners, and debt sale counterparties through due diligence and conduct risk oversight. Collaborate with Risk and Finance on arrears trends and IFRS 9 impairment provisioning, while providing assurance and reporting to senior management and the Credit Committee. Partner with Product to design journeys for struggling members and act as the escalation point for complex cases.
Required Qualifications
- Significant experience leading collections, recoveries, or financial hardship/vulnerable customer functions in consumer credit
- Minimum 5 years in a leadership role
- Exceptional working knowledge of UK consumer credit regulation relevant to collections and vulnerability, including FCA Consumer Duty and CONC
- Experience owning forbearance and/or debt solutions (IVA/DMP) processes
- Proven ability in successfully building, running and developing collections infrastructure
- Experience overseeing outsourced debt collection partners, litigation partners, or debt sale processes, including contractual and conduct risk oversight
- Exceptional experience managing both UK and offshore customer contact teams
- Data-literate and hands-on with collections MI and dashboards
- Ability to translate arrears and recoveries data into clear strategic decisions
- Current awareness and ability to stay up to speed with market direction on financial care in the consumer lending space, both in terms of technology and risk
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