Contact Strategy Manager

Company Description
We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans. We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.

Job Description
As a Contact Strategy Manager , you will be responsible for the effective execution of all outbound contact campaigns (text / SMS, outbound dialler) generated within the Servicing and Collections & Recoveries teams. You will work closely with the Workforce Planning Manager to ensure that campaigns are completed in line with requirements, whilst optimising operational resources. You will also work with Credit Risk and the Operational teams to monitor campaign performance and provide insight into the strategy effectiveness as well as proposing and delivering enhancements.

As a Contact Strategy Manager , we are looking for someone to:

• Deliver and optimise operational contact strategies
• Manage intra-day and intra-month strategy execution
• Manage outbound contact pacing and timing to ensure Operational SLAs and Contact Strategy requirements are met; balancing outbound activity with inbound call spikes, working with capacity management colleagues to deliver optimal service levels and right party contacts
• Collaborate with ops teams and credit risk to improve the effectiveness of outbound strategies, maximise contactable populations and devise alternative contact strategies for non-responding segments of the loan book
• Identify, create & oversee tactical campaigns to deliver against short-term strategic goals to optimise loan book performance and minimise potential portfolio risk (e.g. ECL charges, ineligibility triggers). Maintain the reputation of the firm and deliver appropriate customer and business outcomes by championing high standards of conduct and delivery
• Ensure adherence to Credit Risk management controls, frameworks & parameters (arrears management standards), legal and regulatory rules and relevant conduct policies and procedures.
• Combine the knowledge, experience and expertise from the regulated and unregulated businesses to support efficient operating model which delivers market leading, and compliant, outcomes for customers, colleagues and all stakeholders.

Qualifications
Essential

• A detailed understanding and experience of industry standard collections strategies and outbound delivery mechanisms
• An ability to adapt approach quickly (i.e. intra-day) in the face of operational realities (e.g. inbound call spikes, short term resource challenges) to deliver a consistent strategy
• An ability to work with large data sets and cross reference multiple sources to gain strategic insights
• Analytical skills to assess to-date performance and predict future performance on current trajectory
• Strong knowledge of regulatory guidelines in relation to outbound contact such as OFCOM, CONC and MCOB
• Experience of operating in a regulated environment and in delivering operational processes and strategies with due governance and oversight. Strong & relevant financial services industry knowledge within Collections and Recoveries.

If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.

Additional Information
Benefits of working at Together

• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Matched pension contribution
• Health cash plan plus Private medical insurance
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

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