Head of Customer – Risk & Governance

Job Ref: DJKG32076
Role: Head of Customer – Risk & Governance
Location: Swindon (mix of office and home working – need to be in commutable distance to the office)
Salary: £85k to £120k (plus outstanding benefits and holidays)
Employment Type: Permanent

We are currently hiring for an experienced Head of Customer – Risk and Governance to join an established organisation that will lead the Credit and Collections, enabling evolution and transformation.

Working in a newly created role, this is a fantastic chance to create and grow a customer journey, process and improvement and control the Risk and Governance with an operational and continuous improvement focus. This organisation provides an autonomous opportunity to work with internal stakeholders to revolutionise the way that the business develops their strategic approach to risk and governance within each department.

Working as part of a dynamic leadership team, responsibilities include:
• Ability to lead the thinking within the customer, risk, and governance business unit, to agree and deliver priorities for continuous change, risk mitigation, quality assurance and control and governance.
• Ownership, development and implementation of improvement, risk mitigation and control and quality assurance for the credit risk and collections operations.
• Monitoring the compliance and embedding of any improvements required
• Defining, monitoring and managing the quality assurance approach and continuous improvement.
• Ensuring sustainable customer journeys are in place that assure consistent fair customer outcomes and enable business efficiency.
• Delivering efficacy within journeys and supporting greater customer self-serve resolution.
• Provide expert input and guidance for campaigns, new initiatives, and systems changes / implementation from an operational or credit risk perspective.
• Delivery of committed benefits associated with credit strategy changes.
• Leading the thinking for Collections on the development and priorities as we build out our customer journeys.
• Working collaboratively with a wide number of stakeholders ensuring prioritisation and delivery of materially impacting projects within the collection’s lifecycle.
• Support the P&L commitments though business change.
• Responsible for business readiness that enables benefit realisation.
• Ownership of the collection risk and control self-assessment and the prioritisation and mitigation of actions with the full support of operations.
• Accountable for local risk and control reporting, understanding and improvement.
• You will need to show experience and knowledge of customer journey management and continuous improvement in an agile environment.
• Success in a senior change management role within a complex organisation environment.
• Embedding sustainable customer-focused change initiatives.
• Creating risk frameworks, culture, and mechanisms.
• Proven SQL/SAS experience.
• Results orientated with focus on customer outcomes, mitigation of credit losses and benefit realisation.
• Influential communicator with ability to build strong relationships with stakeholders across technical, operational and project teams.
• Experience of managing contacts and 3rd parties to ensure delivery of commercial and customer outcomes.
• Experience of budget, forecasting management, P&L management, and accountability.

The successful person will need to be comfortable working cross functionally and be able to collaborate and influence a wide number of stakeholders both internally and externally. This is a broad and impactful role and needs someone who can think and lead strategically and is comfortable leading transformation.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Head of Credit Risk

Job Ref: DJHB32060
Role: Head of Credit Risk
Location: Oxford
Salary: up to £120,000 per annum + car allowance + bonus
Role Type: Permanent

We are currently on the lookout for a Head of Credit Risk to join an established organisation who are strengthening their credit risk strategy within the Utilities space.

Working in a newly created role, this is a fantastic chance to create and grow a Credit Risk function within a business that are providing an autonomous opportunity to work with internal stakeholders to revolutionise the way that the business develops their strategic approach to credit risk.

Working as part of a dynamic leadership team, you will be responsible for:
• Designing a strategic approach to Credit Risk across a large customer portfolio whilst understanding the risk profiles.
• Sourcing and onboarding an analytical team to grow the department over the next two years to support the Credit Risk Strategy.
• Stakeholder engagement and management across the business to ensure smooth implementation of processes and procedures relatable to the end-to-end customer lifecycle.
• Utilising analytical expertise and operational leadership skills to engage with internal stakeholders across Customer Experience, Digital, Data and IT teams.
• Experience and proven ability to analyse complex data and operational issues; being able to identify key trends using credit bureau and internal data, in order to summarise the key findings and make recommendations in a clear and concise manner to internal stakeholders aligned with presented solutions.

You will ideally be:
• Tenacious and bold, with an aptitude to deliver excellence in the Credit Risk space whilst balancing risk.
• Analytical by nature, with a background in data analytics within a credit function – whether that be from a Utilities, Banking, Financial Services, Telecommunications or similar background.
• Able to work autonomously to deliver planned and methodical solutions backed with data to support findings to the Senior Leadership Team.
• Able to engage and influence stakeholders up to board level to impact decisions.
• An excellent coach and mentor with the tenacity and drive to implement positive change.
• A strategic thinker with the ability to operate professionally at all levels.
• Able to align with the wider business goals and targets.

This is a fantastic opportunity for an experienced Head of Credit Risk to join a well-respected brand. This opportunity will provide autonomy for the successful individual and the opportunity to grow and develop a team of dynamic analysts and scientists to bring a new approach to the wider Collections and Credit department.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Business Improvement Lead

Job Ref: DJJM1270
Job Title: Business Improvement Lead
Location: South East – Berkshire
Salary: Up to £67,000 base dep on experience, benefits.
Employment Type: Permanent

This large, well established business have an opportunity for a Business Improvement Lead to join this fast growth area of the business.

The successful candidate will be responsible for ensuring the department changes are delivered and relevant business stakeholders engaged appropriately when applicable.
The key objective of this role is to deliver continuous improvements across the Collections operational & strategic journeys. To identify gaps impacting the customers and the debt position and working closely with business operational areas & change teams to deliver improvements. This role will involve working within a highly collaborative team to drive key strategic deliverables across the business function.

Key Accountabilities:
• Taking ownership of all Credit and Collections initiatives to lead change, from development to delivery and governance.
• Working closely with the Data Scientist and Data Analyst to turn detailed insight into targeted process and policy interventions
• Leading the Credit and Collections policy updates and chairing the Credit and Collections Policy Forum
• Applying frameworks to review and evaluate the effectiveness of the process and drive prioritised improvements
• Contributing to the smooth running of the Credit and Collections team as part of their leadership, driving a continuous improvement culture

To be successful in this role you will have the following skills and experience:
• Previous experience successfully managing projects in an operational role Experience within Utilities or Financial Services desirable
• Strong understanding of Collections and Credit Risk
• Ability to work in an independent and pro-active way, with little reliance on management direction
• Ability to manage senior stakeholder relationships
• Articulate in written and verbal communication

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.