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Collections Service Delivery Manager

Swindon, UK

£60,000

  • Permanent
  • Process Optimisation
  • Team Leadership
  • Stakeholder Engagement

About the candidate

The candidate is a highly skilled Collections Service Delivery Manager with a well-rounded experience in managing large teams and improving customer service and collections operations. They have significant expertise in change management and continuous improvement, focusing on creating efficient and customer-centric workflows. Their professional journey spans across mid-sized financial institutions, prominent telecommunications companies, and regional utility providers where they have consistently enhanced operational performances and customer service standards.

By utilising strong analytical skills and a collaborative approach, the candidate has successfully led initiatives to implement substantial process enhancements, resulting in increased collection rates, efficiency, and customer satisfaction. Their ability to engage and influence a variety of stakeholders makes them a valuable asset in achieving business objectives and driving strategic changes.

What makes them great?

  • Advanced problem-solving: Excelled in identifying key areas for improvement within collections and customer care operations, leading to a 20% improvement in collection rates.
  • Team engagement and performance improvements: Implemented training and development initiatives that reduced complaint rates and boosted team productivity by 30%.

Areas of expertise

  • Change Management and Process Optimisation: Introduced effective operational changes that increased efficiency and customer satisfaction.
  • Stakeholder Engagement: Proven ability to collaborate with cross-functional teams to drive improvements and achieve business goals.
  • Team Leadership and Development: Strong record of developing high-performing teams, leading to significant improvements in collections rates and customer service metrics.