Head of Billing

Job Ref: DJRL32094
Job Title: Head of Billing
Location: West Midlands
Salary: £50,000 – £60,000 per annum + package (Dependant on Experience)
Employment Type: Permanent

We are currently partnered with a highly regulated business based in the heart of the Midlands who are looking to introduce a Head of Billing into their team.
This is a fantastic opportunity for someone with experience in the billings, collections and debt recovery space to take responsibility for the design and delivery of a well-respected and trusted business’ strategic approach to their recovery of income.
Working as part of a collaborative and friendly team, you will have the opportunity to spearhead the credit and collections strategy and identify new and creative ways to recover revenue.

Responsibilities will include:
• This position will require you to be responsible for a multi-million pound budget covering labour costs and working with Third Party Collectors and you will be responsible for delivering cash collected targets.
• Being part of a strong leadership team within a growing and evolving income and collections function that are looking to improve their performance through the development of a culture of continuous improvement.
• Supporting the business’ medium-term plan, you will be developing and delivering an Income and Debt strategy through the readiness of processes and service teams to deliver these strategies effectively.
• Working closely with the Exec teams and peers in the Senior Leadership Team to develop and execute effective collections and income activity.
• Seeking and analyse data from a variety of sources to support decisions and to align others with the organisation’s overall strategy.
• Taking an entrepreneurial and creative approach to developing new and innovative ideas that will stretch the operation and push the boundaries within the industry.
• Effectively balancing the desire/need for broad change with an understanding of how much change the operation is capable of handling, to create realistic and tangible goals and implementing plans that are achievable and ultimately successful.

You will ideally:
• Have held a senior operations role leading collections activity in a complex and growing business.
• Bring a commercially minded approach; either having had P&L responsibility or you will be able to demonstrate strong commercial acumen.
• Have a background in credit control and debt management – ideally with some income maximisation experience.
• Have the ability to lead and motivate teams of senior people to deliver excellent results.
• Have experience in collections activities, ideally within Utilities or Financial Services – specifically in income generation and debt collection best practice.
• Be able to manage day to day performance whilst supporting and leading group wide change.
• Show proven ability to set and manage strategic goals.
• Have managed multiple complex and interlinked operational functions.
• Have consistently overachieved against targets, in a fast paced growing organisation.
• Have strong stakeholder management skills, with an ability to influence outcomes.

If you’re in the Billings, Credit, Collections or Debt space, are of influencing nature and have the ability to confidently define strategic plans, then this could be just the role for you. The team are a pleasure to work with and the culture and values of this organisation enforce a strong workforce and a team that have excellent retention rates at all levels.

This is a rare opportunity that has arisen with a business who are strengthening their team and are offering an opportunity to be a huge part of the next phase of their growth.

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 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.