Head of Collection Analytics & Strategy

Job Description

• Analysing and reviewing the performance of all our collections and recoveries strategies
• Working with Credit Risk and Operational stakeholders to set challenger strategies that improve performance and ensure alignment in forecasts of collections performance and the impact on loss rates
• Reviewing customer feedback and outcomes from our collections and recovery activities and constantly assessing the fairness and customer perspective of our performance
• Building out and regularly reviewing our end-to-end controls and oversight activities to clarify what good looks like for colleagues
• Designing end-to-end customer journeys, processes, procedures, and treatment strategies
• Building a reporting framework that provides insight into the effectiveness of our activities
• Supporting our governance structure by reporting and escalating the right data to maintain strong oversight and understand our priorities, risks, and issues
• Managing all recovery activities across the Bank and ensuring compliance with regulatory requirements for all types of customers in financial distress
• Monitoring standards of implementation and owning the Group-wide outcome testing framework for collections and recoveries
• Owning the Group-wide risk and control framework for collections and recovery activities and providing oversight of suppliers in this area
• Being responsible for the design and implementation of Group-wide competency frameworks that underpin collections and recovery processes
• Understanding the risks associated with your job and what that means for you, Indodana, and all our stakeholders
• You will have experience leading a team in the end-to-end collections and recoveries lifecycle covering retail lending
• You need experience working with regulators and managing vendors and third-party relationships
• You will have extensive knowledge of the debt management industry and relevant regulations
• Experience working with and influencing senior leaders across different business areas, knowing how to translate complex and technical processes
• Understanding the different needs of retail customers and the appropriate customer journey and process for each
• Knowing what is crucial when setting out a successful collections strategy, how to implement it, and what the success indicators are
• Experience building a reporting framework from scratch, knowing what good governance testing looks like and how to create it

Qualifications

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