Head of Credit Management

Head of Credit Management

The Role:

You will have end to end responsibility for policy, procedures and strategy relating to cash collection, customer scoring and credit assessment as well as executing on these policies and procedures.

The Person:

-Passion and understanding for continuous process improvement
-Successfully being able to spot new opportunities to optimise our credit assessment within acceptable risk profiles and to maximise our cash position, whilst still matching that to an extraordinary customer experience
-Management skills to lead, coach and motivate a team
-Confidence to make strong, customer decisions based on a combination of data, insight, experience and accepted risk profiles.

Responsible For:

Strategy:

-Position the area to provide valuable insights & recommendations to the business relating to customer propositions to in order to increase profitability, reduce risk & drive customer centricity
-Develop & execute key credit & collections strategies & processes to ensure achievement of all debt & retention targets
-Ongoing review of model, including input to future direction and shape of organisation

Execution:

-Drive performance of our collection partners through monitoring their success rate versus targets & benchmark performance against other agencies
-Lead & motivate the credit management team to achieve all targets while ensuring people satisfaction in the area is reaching the benchmark agreed
-Agree & report on KPI & key insights that accurately represent the full debt picture to the business.
-Operationally manage, drive and ensure achievement of all key targets and KPIs per below.
-Key metrics that will relate to cash collection, age and health of the debtor’s ledger, customer satisfaction, cost, bad debt & involuntary churn
-Champion customer centric collections to maximise customer retention
-Produce monthly credit management dashboard showing performance against targets and remedial actions to address underperforming areas
-Align with Finance to forecast the bad debt provision in the budget utilising all relevant inputs including the market place & the economy

Innovation:

-Ensure that the business is enabled with the necessary processes & systems for the assessment of credit risk on services/ products offered to customers/ applicants
-Input into the capability roadmap to support effective credit assessment & collections and drive the relevant projects to ensure that any system or resource required to deliver on targets are in place
-Lead innovation within the credit management area ensuring continuous process improvements to further increase effectiveness & efficiency into the future

Support:

-Develop customer behaviour insights to support the business in proposition development & drive these through the change process
-Engage in cross functional working with the relevant stakeholders relating to credit, risk, customer experience, cash flow & compliance
-Ensure compliance with Internal Control Audit & Corporate Governance policies as well as any Group initiatives 

Experience/Qualification:

-Ten years’ experience in Credit Management or previous management experience in a similar role
-3rd level qualification
-The successful candidate must possess strong communication skills, both written and verbal and needs to be very comfortable interacting with all levels of the organization from front-line employees through Senior Executives.
-Commercial outlook and strong change management experience.
-Strong experience in process design.
-Results driven and customer focused.
-Understands the value of profitable customers
-Strong management experience of motivating and developing a team
-Strong experience of managing 3rd party vendors to support achievement of goals