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Head of SME Collections

Our client is one of the UK’s leading Utility companies and as a result of expansion within their credit and debt management team they are presently looking to hire a key individual to develop, direct lead and control their SME Credit and Debt Operation to ensure the delivery of the business strategy through effective customer contact. This is a key role that has a significant impact upon both cash flow and the profit and loss of Retail by controlling and reducing the level of bad debt write off and provisioning.

Key Responsibilities

·To manage and drive the collection of all SME debt transferred to the function and to maximise cash flow whilst minimising the total debt balances outstanding, the bad debt charge and provisions to the Retail P&L in line with the medium term plan

·To lead, control and direct the management team within the SME Credit and Debt Operation to ensure that all employees are fully engaged in the delivery of the operations and business strategy

·As a senior member of Credit and Debt Management and Finance Team contribute to and influence the development of the planning and development of the annual operating plan, change plan, Credit and Debt Strategy and Policies and delivery of the medium term plan

·To develop, drive and motivate high performing, flexible and passionate operational teams that contact customers and seek recovery via a range of treatment methods that include, but are not restricted to, inbound and outbound telephone calls, letters, email, and TXT in order to maximise the collection of outstanding monies on energy bills and secure future payment of ongoing consumption

·Maintain good stakeholder engagement, particularly with Customer Finance, Customer Services, Commercial and external stake holders (e.g. DCAs) to improve the awareness, support, co-operation and alignment and implementation of Credit and Debt Management Strategy across Retail and improve debt performance across all channels, segments and payment types

Key Skills

·A minimum of 5 years operational and risk management experience in Credit and Debt management in a large consumer or financial services company including SME businesses.

·A good understanding of credit and debt management best practice in the UK and across the whole customer credit lifecycle

·Significant experience in implementing change in debt management processes and controls in a complex consumer services business

·High energy level, performance driven and good communicator

·Robust and resilient

·Good knowledge of contact centre and collections technologies and their application

·Knowledge of commercial, contract and company law, regulatory, legal and practice industry constraints to debt collection activities

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