Collections Operations Analyst

at  Salary Finance

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.

THE TYPICAL INTERVIEW PROCESS

• Phone call with our Talent Manager - 20 mins
• Video interview with Hiring Manager - 30 mins
• 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

YOUR ROLE IN OUR MISSION

We are looking for an Collections Operations Analyst to join us to provide insights to improve the consistency, efficiency and effectiveness of our customer-facing operation, in particular starting with our treatment of customers in arrears.

WHAT YOU’LL DO

You’ll need to get deeply acquainted with a wide range of operational datasets in our collections function and to crash them together to provide meaningful, actionable insights and recommendations. You’ll get right into the detail of what’s driving customer demand, how that can be managed and provide forecasts to support operations staffing rosters.
You’ll work closely with operational leadership and collections strategy teams to find where the value lies and to unlock it and provide them with MI and tools to allow them to self-serve for data insights.

Your responsibilities will include

• Producing and maintaining agent-level MI and dashboards and insights to support coaching and performance management
• Identifying sources of potential customer harm arising in our collections operation and suggesting solutions to reduce it
• Analysing the commercial value of contact channels and recommending how best to deploy resource to maximise value
• Measuring waste in our operation, including zero-value-adding activities and opportunities for self-service
• Working with our BI team to define the requirements for operational data products

We know the ideal person is hard to find. It’s more important to us that you have great potential in the role and can learn new content quickly than you know everything already. However, the following are essential ingredients to you succeeding at Salary Finance.

• You either have workplace experience of using SQL or Python or are able to demonstrate your ability to be successful in an analytics role, for example through a degree in a STEM subject.
• You’re unafraid to take responsibility for small projects, escalating risks as you identify them.
• You’re able to work well with a non-analytical audience and enjoy getting stuck in with operational teams
• You’re able to understand the limitations of operational metrics and KPIs and to design a balanced scorecard of metrics that encourage the right behaviour

If you have some of the following and a thirst to grow where you have gaps, this role might be for you

• Experience in any of the following
• Operational analytics in a contact centre environment
• Financial Services or FinTech, ideally consumer credit
• You can turn data into insights that drive positive outcomes for both the customer and the company
• You have a general understanding of the regulatory environment for consumer credit (don’t worry if not - we provide full training!