Collections Manager – Arena do Tempo - Celebrants in Portugal
We are seeking an experienced Collections Manager to lead and transform a collections team within a leading financial services firm. The successful candidate will be responsible for day-to-day management of the team and driving a full operational revamp of the collections function – introducing new processes, structure, and performance frameworks to enhance effectiveness and customer outcomes. This role is ideal for a proven leader with hands‑on experience in collections, arrears, or recoveries, who can deliver operational improvements while maintaining a strong focus on fair customer treatment, vulnerability support, and compliance standards.
Location – Hybrid/Ipswich (4 days per week office based)
Rate – £DOE
Hours – Standard Business Hours
Start – ASAP
Duration – 3 months with possible extension / permanent options
Responsibilities
* Lead and manage a small team of collection advisors, providing coaching, training, and day‑to‑day leadership.
* Review and implement new processes, policies, and frameworks.
* Drive improvements in productivity, quality assurance (QA), and operational structure.
* Oversee vulnerability management, ensuring appropriate handling of sensitive customer cases.
* Develop and embed a robust QA structure and clear performance metrics for the team.
* Ensure all collections activity aligns with regulatory standards, treating customers fairly (TCF) principles, and company values.
Essential Skills & Experience Required
* Experience as a Team Leader, Operations Manager, Manager, or Head of Collections.
* Minimum 2 years experience working within a collections, arrears, or recoveries function in financial services.
* Proven track record of developing and implementing new operational processes and ways of working.
* Strong people management experience – training, coaching, and developing team members.
* Experience with vulnerability support, I&E assessments, and signposting to external support agencies.
* Ability to deliver results in a fast‑paced, customer‑focused environment.
* Confident communicator with the ability to influence and engage at all levels.
Seniority level
* Mid‑Senior level
Employment type
* Contract
Job function
* Accounting / Auditing and Finance
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