Head, Collections, UK/Europe

We are looking for a Head of Member Collections (UK/Europe) reporting to the SVP, Member Operations (UK/Europe). Tide has a number of different lending portfolios that it offers to its small-business (SME) Members, including a BBLS book. Tide primarily intermediates credit through its wholly-owned Funding Options Business. Tide Capital, our proprietary credit business, focuses on transactional credit allowing Members to finance payment transactions. CreditFlex allows Members to finance payments in the payment flow. Tide is one of the larger issuers of commercial cards and, in due course, a credit card option will be offered to eligible Members using Tide Expense Cards. Collections also supports the management of negative balances that can arise from our regular Tide Expense Card transactions, e.g. via chargebacks. We are looking for an experienced operational leader to own and deliver Tide's collections strategy to optimise the value of these portfolios.

Responsibilities

Lead a small but growing team of collections manager & specialists spread between Operations in the UK, Bulgaria and India; Work iteratively between strategy and hands-on operational performance management required at a scale-up like Tide; Be part of the leadership team of Member Operations and work closely with other Member-facing teams including Member Support, KYX, Ongoing Monitoring and Complaints; Shape the strategic direction for Collections at Tide, liaising closely with Risk & Compliance (2LOD), Tide Credit Services (Tide Capital), Finance and Legal; Optimise recovery rates through process optimisation and forbearing solutions whilst also ensuring we treat Members fairly, recognise vulnerability and operate in accordance with Tide's policies and industry best practice; Own Tide's relationship with debt collection agencies, overseeing their performance, assessing current contracts and reviewing future opportunities and alternatives; Work closely with product and data teams and third-party suppliers to improve collections tools and processes, optimise Member experience and operational efficiency, and automate manual processes where possible; Work closely with the data team to improve management reporting and ensure robust data is used to provide insight and support decisions; Work closely with Talent and People partners and subject-matter trainers to recruit, upskill and retain employees

Requirements

Hands-on experience working as a collections leader, particularly related to small business or consumer lending in the UK, with extensive subject matter expertise; Passionate about credit collections and able to articulate philosophy of optimising recovery rates while providing a great Member experience; Thrives in a fast-paced and innovative environment; Comfortable with a test & learn approach to improving collection and recovery rates; Proven leadership and management experience with a track record of communicating clear strategic objectives and plans and delivering on them; Experience working with product and data teams and able to clearly articulate requirements and vision; In-depth knowledge of all risk factors in collections and recovery processes and ways to mitigate them; Data driven and comfortable with OKRs, KPIs, KRIs, SLAs, forecasting, budgeting and planning; Positive individual with a flexible and creative mind; Naturally aligns with values (#MemberFirst, #OneTeam, #DataDriven)

Nice to have

Government-backed and unsecured loan portfolios; Experience working in a Fintech; Experience working with outsourced collections teams

Benefits

Competitive salary; Self & Family Health Insurance; Term & Life Insurance; OPD Benefits; Mental wellbeing through Plumm; Learning & Development Budget; WFH Setup allowance; 15 days of Privilege leaves; 12 days of Casual leaves; 12 days of Sick leaves; 3 paid days off for volunteering or L&D activities; Stock Options; Flexible working arrangements; Working Out of Office (WOO) policy allowing remote work from home or anywhere in home country; Work from a different country for 90 days of the year