Zego

Collections and Recoveries Team Leader

Zego

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Senior

About the role

  • Support with the design and implementation Zego’s arrears and recoveries strategy, covering early intervention, late-stage collections, and recoveries.
  • Own day-to-day performance across arrears and recoveries outcomes.
  • Develop and maintain collections procedures, and playbooks, aligned with FCA regulation and Treating Customers Fairly (TCF).
  • Introduce clear segmentation and treatment strategies to improve customer engagement and outcomes.
  • Identify inefficiencies and lead continuous improvement initiatives to reduce arrears and improve resolution times.
  • Partner with Product and Tech to help shape systems, tooling, and automation to support recovery operations.
  • Use MI and data insights to track performance, identify trends, and inform decision-making.
  • Build, lead, and develop a high-performing arrears and recoveries team.
  • Set clear goals, KPIs, and quality standards, ensuring accountability and strong performance management.
  • Design and deliver training programmes, coaching plans, and onboarding for new joiners.
  • Act as the subject matter expert for arrears and recoveries across the business.
  • Provide insights and recommendations to senior leadership on credit performance, risks, and improvement opportunities.

Requirements

  • Proven experience in arrears, recoveries, or credit operations, ideally within consumer lending, premium finance, or financial services.
  • Strong people management experience, including coaching, performance management, and team development.
  • Experience setting up or improving collections and recovery processes in a growing or changing environment.
  • Solid understanding of credit risk, arrears management, and regulatory requirements (FCA, TCF, GDPR).
  • Ability to balance commercial outcomes with fair customer treatment.
  • Confident stakeholder manager, able to influence across teams and seniority levels.
  • Professional qualifications (e.g. CICM) or equivalent hands-on experience are valued.
  • Compliance training (KYC, AML, GDPR, TCF) is highly desirable.
Benefits
  • market-competitive salary
  • private medical insurance
  • company share options
  • generous holiday allowance
  • wellbeing benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
arrears managementrecoveries strategycollections proceduresdata insightsperformance managementcontinuous improvementcredit riskregulatory requirementscoachingKPI setting
Soft Skills
people managementteam developmentstakeholder managementinfluencingcustomer engagementcommunicationleadershipaccountabilitytraining deliveryproblem-solving
Certifications
CICMKYC trainingAML trainingGDPR trainingTCF training