Head of Financial Wellbeing Strategies

*For any queries related to the role please reach out to Gary Willis"

JOB TITLE: Head of Financial Wellbeing Strategies

LOCATION(S): Chester, Leeds or London

HOURS: Full-time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time at an office hub mentioned above.

About this opportunity

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.

We’re looking for a leader who can drive good outcomes and an industry-leading experience to customers across our digital and human channels to our customers in financial difficulty.

Not only will you bring significant experience in driving strategy and supporting customers in financial difficulty, but you'll need to be innovative, transformational and love proactively working with business executives and wider industry experts to optimise collections effectiveness and deliver fair outcomes to our customers.

Are you capable of rising to the challenge? And do you want to work somewhere that does right by its customers as well as its people and shareholders? Then this might be the role for you.

Day to day you’ll be;

• Strategically leading the development of customer treatment strategies for customers in financial difficulty, optimising outcomes through the understanding of our customers’ behaviours.

• Proactively monitoring and analysing performance and adapting strategy in the context of the current and anticipated wider economic and regulatory environment – providing regular updates to key stakeholders and presenting at executive committee meetings.

• Acting as a central facilitator of cross-business discussions to ensure we effectively deliver assistance for our customers. This will involve continually enhancing journeys and processes to make them as efficient and empathetic as possible.

• Expertly building and maintaining relationships with external partners including the PRA & FCA, debt advice providers and other industry bodies to promote best practice across the industry and beyond.

• Leading, empowering and developing colleagues to build a high-performing team, encouraging and embedding new, agile and innovative practices to improve process effectiveness, efficiency, accuracy and pace for our customers.

Skills we’re looking for

• Consumer Insight is critical. Having a deep understanding of what drives financial difficulty, and the huge spectrum of emotions that follow, will be critical for us to develop empathetic and effective journeys.

• You’ll be a confident problem solver, able to make good and timely decisions informed by data to make evidence based decisions. You’ll keep the organisation moving forward, skilfully balancing difficult trade-offs to understand and assimilate different sources of data and sophisticated information – putting the customer at the heart of what you do!

• You’ll be an expert collaborator and clear communicator. Brilliant at developing and positively influencing internal and external relationships to ensure progression of key business decisions that will support our customers in financial difficulties.

• You’ll have a broad understanding of the competitor landscape, customer behaviour and emerging products and technologies to improve and drive an exceptional customer experience.

• You’ll have experience of working in areas of high regulatory focus and a sound understanding of the regulatory environment.

• You’ll know how to authentically lead, and you’ll use this skill to build a team around you that is growing, learning and committed. The work is hard, so happy, resilient and supportive people will be the engine of positivity that delivers the right outcome for our customers during one of the most ambitious times of their lives.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

If all of this resonates, and you want a job with big meaning, then please do get in touch to discuss!