Our Business Operations team manages over 200 manual collection processes across every product, across every stage of collections and across multiple systems. This role is the central point of contact for all process activities within collections, and responsible for meeting our compliance obligations.

This is a unique opportunity for an experienced leader to influence the future shape of back-office processes conducted by the Business Operations team; drive process improvement initiatives; and embed strong risk management practices within the team.

Your Role

The role of the Collections Business Operations Senior Manager is to deliver strong and trusted internal Engagement and Relationship Management to all areas of the Bank particularly to collections frontline teams, compliance, risk and PACE teams. The role specifically will be the central point of contact and responsible for all continuous improvement and compliance obligations in relation to process for collections activities. This will require them to engage with all relevant areas.

The role will be responsible for identifying, analysing and recommending process change and improvement for all initiatives, ensuring that all BAU activities adhere to RBS and Bank-wide audit and compliance requirements.

Your Responsibilities

• Ensure BAU operational functions are well documented and performed accurately and in a timely manner
• Exceptional delivery that demonstrates an articulation and full understanding of business impacts and is cognisant of the change management implications for each initiative
• Maintain first class engagement with all relevant stakeholders to ensure effective workflow of BAU activities and considered introduction of any change
• Analyses the impacts of compliance and operational changes that affect Collections
• Ensure that adherence to policy/systems occurs through the management of internal audit of various databases, monthly management reporting and Control Self-Assessment Programs
• Contribute to the determination of best-fit solutions, and provide recommendations to drive improved process and adherence
• Work with the Simpler Better Collection squads to ensure the PowerCurve Collections solution is optimised and leads to simplification of manual processes
• Continue the uplift of capability in the team to thrive in a high change environment across multiple functions and stakeholders

The successful candidate must possess leadership experience, strong stakeholder management skills, high risk awareness, problem solving and logical thinking and understanding of end-to-end collections operations.