[Hiring] Head, Collections, UK/Europe @Careers at Tide

Role Description

We are looking for a Head of Member Collections (UK/Europe) reporting to the SVP, Member Operations (UK/Europe). Tide has a number of different lending portfolios that it offers to its small-business (SME) Members, including a BBLS book. Tide primarily intermediates credit through its wholly-owned Funding Options Business. Tide Capital, our proprietary credit business, focuses on transactional credit allowing Members to finance payment transactions. Collections also supports the management of negative balances that can arise from our regular Tide Expense Card transactions, e.g. via chargebacks. We are looking for an experienced operational leader to own and deliver Tide’s collections strategy to optimise the value of these portfolios.

What You'll Do

• Lead a small but growing team of collections manager & specialists spread between our Operations in the UK, Bulgaria and India.
• Be willing and able to work iteratively between strategy and hands-on operational performance management required at a scale-up like Tide.
• Be part of the leadership team of Member Operations and work closely with other Member-facing teams, including Member Support, KYX, Ongoing Monitoring and Complaints.
• Shape the strategic direction for Collections at Tide, liaising closely with other relevant stakeholders in Risk & Compliance (2LOD), Tide Credit Services (Tide Capital), Finance and Legal.
• Optimise recovery rates through process optimisation and forbearing solutions whilst also ensuring we treat Members fairly, recognise vulnerability and operate in accordance with Tide’s policies and industry best practice.
• Own Tide’s relationship with debt collection agencies, overseeing their performance, assessing current contracts and reviewing future opportunities and alternatives.
• Work closely with the product and data teams and third-party suppliers to improve our collections tools and processes, to optimise both Member experience and operational efficiency. Where possible, unnecessary manual processes should be automated.
• Work closely with the data team to improve management reporting and ensure robust data is used to provide insight and support decisions.
• Work closely with Talent and People partners and subject-matter trainers to ensure we continue to recruit, upskill and retain the very best employees at Tide.

Qualifications

• You have hands-on experience working as a collections leader, particularly related to small business or consumer lending in the UK, and have extensive subject matter expertise. Ideally this includes government-backed and unsecured loan portfolios.
• You are passionate about credit collections and can articulate your philosophy of how to optimise recovery rates, while also providing a great Member experience.
• You thrive in a fast-paced and innovative environment and ideally have experience working in a Fintech. You are comfortable with a ‘test & learn’ approach to improving collection and recovery rates.
• You have proven leadership and management experience and a track record of communicating clear strategic objectives and plans, and delivering on those plans. Ideally you will also have experience of working with outsourced collections teams.
• You have experience of working with product and data teams, and are able to clearly articulate your requirements and vision.
• You have an in-depth knowledge of all risk factors in collections and recovery processes and ways to mitigate them.
• You are data driven and comfortable with OKRs, KPIs, KRIs, SLAs, forecasting, budgeting and planning.
• You are a positive individual, with a flexible and creative mind and aim to bring out the best in people around you.
• You naturally align with our values (#MemberFirst, #OneTeam, #DataDriven).

Benefits

• Make work, work for you! We are embracing new ways of working and support flexible working arrangements.
• With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country.
• You can work from a different country for 90 days of the year.
• Competitive salary.
• Self & Family Health Insurance.
• Term & Life Insurance.
• OPD Benefits.
• Mental wellbeing through Plumm.
• Learning & Development Budget.
• WFH Setup allowance.
• 15 days of Privilege leaves.
• 12 days of Casual leaves.
• 12 days of Sick leaves.
• 3 paid days off for volunteering or L&D activities.
• Stock Options.