Collections Operations Director

Hybrid / Remote (With regular travel)

We are partnering with a global BPO to appoint a Director of Operations to lead and shape their Collections and Recoveries operations.

This is an opportunity to play a key leadership role within an organisation known for its strong workplace culture and commitment to its people. You will influence how regulated collections services are delivered and define the operational approach for the organisation’s collections capability.

Alongside leading operations, you will also act as a collections and recoveries subject matter expert, supporting client engagement and contributing operational insight during new business opportunities.

The Opportunity

This role combines strategic leadership with operational delivery, focusing on collections performance, developing teams and ensuring the operation continues to evolve in line with regulatory expectations and client needs.

Your remit will include:

• Setting direction for collections and recoveries operations

• Driving performance across key operational and financial metrics

• Ensuring operations meet UK regulatory and compliance standards

• Using data and operational insight to improve performance

• Shaping workforce planning, resourcing models and operational budgets

• Developing high-performing collections teams within a contact centre environment

• Leading operational improvement and technology initiatives

• Supporting client engagement and new business opportunities

About You

This role requires an experienced operational leader with a strong background in regulated collections environments and outsourced service delivery.

Essential experience includes:

• Operating at Director level within a contact centre leadership role

• Experience leading high-performing collections and recoveries operations within a regulated environment

• Experience within a BPO delivering outsourced services for external clients

You will also bring:

• A strong understanding of UK regulatory frameworks

• A data-led approach to improving operational performance

• Experience managing operational teams, workforce planning and operational budgets

• Familiarity with collections technologies, platforms and dialler systems

• Strong stakeholder management skills and the ability to engage confidently with clients and senior leaders

• Experience supporting new business opportunities would be advantageous; however, Confidence representing collections and recoveries operations in client engagements and supporting new business opportunities is required.

Package:

• Hybrid / remote working model with regular travel

• Competitive salary with bonus

• Pension and life assurance

• 25 days holiday + bank holidays

• Employee health and wellbeing

Greenbean is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.