Head of Member Collections

Lead Tide’s collections team across the UK, Bulgaria, and India while owning collections strategy for lending portfolios and negative balances. Optimise recovery rates, manage collection agencies, improve tools and processes, strengthen reporting, and support recruitment, training, and retention.

Responsibilities

• Lead collections managers and specialists across the UK, Bulgaria, and India.
• Balance collections strategy with hands-on operational performance management.
• Shape the strategic direction for Collections and collaborate with Risk, Compliance, Credit Services, Finance, and Legal.
• Optimise recovery rates through process improvement and forbearance solutions while ensuring fair treatment of Members.
• Own relationships with debt collection agencies and oversee their performance, contracts, and alternatives.
• Improve collections tools and processes with product, data, and third-party supplier teams.
• Automate unnecessary manual processes and improve management reporting.
• Use robust data to provide insight and support decisions.
• Partner with Talent, People, and trainers on recruitment, upskilling, and retention.

Requirements

• Hands-on experience as a collections leader with extensive collections expertise.
• Experience with small-business or consumer lending in the UK.
• Experience with government-backed and unsecured loan portfolios.
• Proven leadership and management experience.
• Experience communicating and delivering strategic objectives and plans.
• Experience with outsourced collections teams.
• Experience working with product and data teams.
• Knowledge of collections and recovery risk factors and mitigation.
• Experience with OKRs, KPIs, KRIs, SLAs, forecasting, budgeting, and planning.

Benefits

• Remote work from home or anywhere in the employee’s home country
• Work from a different country for 90 days per year
• Health insurance for employees and family
• Term insurance
• Life insurance
• OPD benefits
• Mental wellbeing support
• Learning and development budget
• WFH setup allowance
• 15 privilege leaves
• 12 casual leaves
• 12 sick leaves
• 3 paid days off for volunteering or learning and development activities
• Stock options