Conduct Risk / Debt Manager, North West

Financially strong European business operating in five different geographies, with over 10+ million customer accounts, delivering strong financial returns. This is an opportunity for a Conduct Risk / Collections / Debt Manager to be based in Manchester. Working with a panel of specialised collections companies who play an essential part in the delivery of positive customer journeys and ensuring robust financial performance of our partners. Core Responsibilities: Develop relationships with outsourced UK debt collection partners to ensure appropriate servicing solutions exist for all customers Optimise the customer experience, focussing on effective risk management to ensure fair outcomes for customers, taking responsibility for all customer communications made by outsourced servicing partners. Work with 1st and 2nd line assurance teams to understand the output of their independent conduct testing programme Support in the design and implementation of our businesses external partner management framework including the balanced scorecard and the understanding of operational KPI's and conduct based metrics Analyse performance trends, opportunities and shortfalls within our Network to improve performance and design solutions to remediate any underperformance Manage collections within budget for their respective servicing partners and underlying customer base Work closely with the strategy and analytics team to develop and implement strategies to enhance performance Engage and support the Implementation teams to effectively on-board new portfolios of customer accounts Work with UK operations to lead them to achieve cost savings and effective service provision Ensure operational processes at Partners are compliant with our standards and regulations. Skills / Experience Previous experience of working in a Regulated Environment and knowledge of Risk Management e.g. FCA, CONC, Conduct Risk, would be very beneficial Strong communicator and negotiator with positive influencing and interpersonal skills Experience of dealing with senior internal and external stakeholders Experience of working in a fast paced and ever evolving organisation Shows commercial acumen and results focused attitude Adept at managing competing priorities with challenging deadlines Risk aware - anticipates risks and minimises impacts Good understanding of Customer needs and an empathetic approach Background in Financial Services is desirable Experience of account management and/ or management of third-party suppliers