Job Title: Collections Manager
Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Hours: Full time, FTC until June 2026.

A BIT ABOUT US:

At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.

SKILLS & ATTRIBUTES:

Proven experience leading a team of approximately 100 employees, including direct line management of managers.
Proven experience in a Collections environment.
Ability to manage people & drive positive change.
Stakeholder management.
Understanding of Lean Six Sigma methodologies & tools (Desirable)

THE ROLE:

The Collections Manager at BNP Paribas Personal Finance UK leads the Collections & Vulnerable Specialist Team, supporting customer and colleague experience, ensuring compliance with Consumer Duty and risk standards, and driving operational efficiency and cost control.

KEY RESPONSIBILITIES:

Lead and manage a team of Team Managers to deliver key arrears services across multiple products, ensuring a customer-focused approach.
Oversee the end-to-end arrears journey, meeting commercial goals, SLAs, and KPIs while maintaining operational efficiency and addressing customer vulnerabilities.
Drive department development aligned with business objectives, including team training, best practice adherence, and risk minimization.
Implement process and policy improvements to enhance customer satisfaction, addressing root causes from performance, risk factors, and feedback.
Accountable for managing approximately 100 employees, ensuring a positive hybrid working culture.
Oversee resource allocation, cost control, compliance, call quality, customer conduct risk, credit control, and associated departmental activities.