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Shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day.

We offer a diverse range of savings and loan products. From personal and business savings accounts and loans for wedding and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords with multiple properties – no two customers are ever the same.

We give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes. We rise to the challenge of a complex case or unconventional circumstances, and we love to make things happen. By being creative, practical, and personal, we know we can always find the right solution for our customers.

If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative, and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

The Collections & Recoveries Strategy Manager will work within the Consumer business covering a portfolio of brands, responsible for setting the strategy for managing customers in financial difficulty.

The role is non-analytical and will involve you working closely with the Senior Risk Manager and our outsourced partners to deliver a best in class strategy for identifying customers in potential financial difficulties through to Recoveries and Debt Sale.

Some of the key responsibilities will be:

• Developing, managing and refining Collections and Recoveries strategies
• Ensure that the business has appropriate MI and reporting to track performance and drive improvements
• Manage the relationships with Collections outsourcers, Debt Purchases and DCA's
• Lead the strategy and process for regular debt sales and the optimal timing for their execution to maximise returns for the business and maintain good customer outcomes
• Ensure adherence to risk and compliance frameworks are sufficient to ensure the strategies conform to the organisations legal and regulatory requirements
• Using data to recognise trends, and make decisions. Understanding collections and customer data to improve operational efficiency
• Documenting policies, processes and procedures for Collections & Recoveries

• Familiarity with relevant regulation, including CONC 7, the Consumer Credit Act (CCA) etc
• Solid understanding of credit policy governance framework and is able to work through 2nd/3rd line of defence in a competent manner
• You have a strong understanding of the regulatory environment, especially around vulnerable customer treatment and Consumer Duty
• Previous collections experience (preferably strategy)
• You may have experience managing outsourced Collections agent teams and holding them to a high standard
• Highly organised, with the ability to deliver to deadlines and manage conflicting priorities within a dynamic environment
• Generally clear, concise and structured communication style, ability to explain complex concepts in simple manner

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done