Head of Servicing & Collections (Unsecured and Motor)

Job Title: Head of Servicing & Collections (Unsecured and Motor)
Working Pattern: Contractual hours Monday to Saturday 8am to 7pm (with a 45-minute lunch break)

Our team

Led by our Operations Director, our Operations teams are responsible for all customer contact.  The teams are the primary points of contact for customers responding to their inbound queries during the lifetime of their unsecured or Motor loan as well as supporting customers that are in financial difficulty and/or arrears.

Our aim is to provide an exceptional service to our customers by ensuring that we have knowledgeable, well trained operational colleagues to deliver the service that our customers expect of us.  

We are Tandem - Where impact meets innovation 

Tandem is the UK's greener digital bank on a bold quest to revolutionise the way we save, borrow spend, and share – all while nurturing our planet, our people and our customers. As one of Europe’s fastest growing digital banking apps, our values of being Brave, Enterprising, Simple, and Together (BEST) ensure our 500-strong team collaborate to drive a brighter, greener future. 

Tandem also leads the way with a secondary app called Loop. Loop gives customers a simpler, hassle free and awkward free way to share money among friends.

What you will be working on:

The successful candidate will be responsible for the following:

• The day-to-day leadership and oversight of the Unsecured Loans Servicing and Collections teams (including Personal loans, Home Improvement Loans and Motor Finance) with responsibility for the team’s performance ensuring strong, clear communication to achieve departmental KPI’s and objectives.
• Understand and communicate the performance of the Unsecured Loan and Motor books and to assign departmental resource to the required loan books as required.
• Oversee colleague resource including completing/overseeing effective recruitment when required.
• Individual performance management through effective objective setting supported with the completion of monthly 121’s and half-yearly appraisal meetings. Providing coaching support and training when required to own direct reports.
• Support the Operations Training & Competence team to embed and oversee the Training & Competence Scheme for new and existing colleagues as they obtain their pathway to competence / maintain competence in their role.
• Assist the Operations Director to manage the Unsecured Loan and Motor books to optimise collections and recoveries to ensure that collections strategies are effective, and losses are minimised whilst delivering fair customer outcome focused collections and forbearance strategies.
• Responsible for the services provided by external third parties that support the servicing and collections processes including ongoing monitoring of the third party to ensure the service they provide is delivered to our expectation in accordance with contractual documentation.
• Ensure that the Unsecured Loans and Motor Risk and departmental controls logs are maintained on an ongoing basis to reflect the risks that exist within the teams ensuring that departmental risks are documented with associated controls in place to evidence mitigation of the risks.
• The primary point of contact for all Unsecured and Motor Loans queries acting in the capacity of a subject matter expert for all internal and external queries received with detailed knowledge of FCA regulations relating to servicing and collections (CONC).
• Attend the Motor Finance monthly Senior Leadership Team meetings, presenting Motor Finance data to attendees including a forward view of the planned strategy for the servicing and collections of the Motor Finance product.
• Actively participate and attend monthly Operations Committee and Credit Committee, presenting the Unsecured and Motor Loans data to the committee members including a forward view of the planned strategy for the servicing and collections of the Unsecured and Motor Loans products.
• Oversee the identification and reporting of operational risk events including identifying the cause of the event and implementing appropriate controls and/or changes to operational processes.
• Oversee the maintenance of the Unsecured and Motor Loans departmental procedures and processes ensuring that they are kept up to date and accurately reflect the work completed within the teams at all times. Support the Operations Director with the ongoing maintenance of the Unsecured Lending Collections and Forbearance policy.
• Maintain own competence and keep up to date with all company and regulatory changes including those that affect own business area.
• Build and manage effective relationships with internal stakeholders.

What we're looking for:

The successful candidate will demonstrate the following experience, skills and behaviours:

• At least 3+ years’ experience in a similar role in the Financial Services industry.
• Demonstrable experience of servicing and collecting Unsecured Loan products (including Motor Finance products).
• Experience of effectively leading operational teams that are the first point of contact for customers is required.
• Customer centric with a passion for delivering good customer outcomes including supporting customers in financial difficulty.

Qualities we look for:

• Positive can-do attitude with a flexible approach to meet business needs.
• Excellent communication and organisational skills.
• Excellent eye for detail and able to constructively challenge when required.

Rewards that reflect your value, what’s in it for you? 
 
At Tandem, your hard work is rewarded in many ways and we have an enhanced employee benefits package on offer from your very first day with us: 

• 25 days annual leave plus 8 days Bank Holiday  
• An additional day off for a ‘celebration day’ including, but not limited to, birthdays, weddings, religious holidays, graduations etc
• Buy or sell up to 5 days holiday a year
• Healthcare cash plan through Westfield Health worth a minimum of £750 per year
• Electric Vehicle salary sacrifice scheme
• Cycle to Work salary sacrifice scheme and a free helmet
• Salary sacrifice Pension contribution*, 4% employee contributions matched with 4% Tandem contribution (*Subject to salary eligibility)
• Smart Tech scheme (buy goods with 0% interest)
• 10% discount on solar panels
• Tandem Hub for treats, cash back and discounts on UK retailers   
• 2 days per year paid volunteering   
• Free cereal, snacks and drinks in all offices
• Quarterly team social budgets

Our Green Deal: Your Impact Amplified

A little welcome gift from us to you, we’ll plant a tree in the Tandem Grove and you can enter into our “Green Deal” below:

• Volunteer 2 days a year for charity > receive an early Friday finish 
• Raise £200 per annum for charity > Tandem provide PR and marketing support 
• Have renewable energy at home > receive an additional 1 day annual leave 
• Drive an electric car > receive £500 towards a home charger

Ready to make your mark?

Apply now and let's pave the way to a greener world, together. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. 

Don’t meet all the requirements? Don’t fret! We highly appreciate your unique experience and encourage you to apply for our Expression of interest vacancy on our Careers site.

Sourcing Model

Recruitment at Tandem works primarily on a direct sourcing model and does not accept resumes from recruitment agencies which are not on the preferred supplier list. We are not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. You can find our Applicant Privacy Policy on our Careers page. 
 
Tandem is an equal opportunity employer and are committed to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. 

Please be aware that background checking (including credit and criminal records checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974.