We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!
Are you a confident leader with a strong background in payment collection within Financial Services? Do you bring recent line-management experience and a passion for developing high-performing teams? Are you well-versed in Consumer Credit Regulations and ready to make a real impact? If so, we’d love to hear from you!
We’re looking for a Premium Finance Collections Manager to join our Commercial & Marketing team. This role could be working remotely or based in either our Salford Quays, Manchester or Haywards Heath, West Sussex offices.
In this role you’ll lead the execution of in-life and debt strategies to maximize recoveries, minimize bad debt, delivering outstanding customer outcomes. You will drive continuous improvement in collections processes, manage key third-party relationships, and champion a data-driven, customer-centric approach to debt management. This role is pivotal in shaping our premium finance proposition and supporting the wider business strategy.
Core skills we’re looking for to succeed in the role:
- Payment collection experience within the Financial Services industry
- Recent line-management and leadership experience
- Knowledge and experience of Consumer Credit Regulations
What’s involved:
- Commercial & Customer Focus
- Provide ongoing commercial and customer oversight of Premium Finance, supporting budget and reforecast setting
- Champion a customer-centric approach, ensuring collections strategies support financial recovery and positive customer outcomes
- Strategy & Process Improvement
- Lead the development and execution of collections strategies to optimize recovery rates and customer experience
- Drive continuous improvement initiatives, leveraging technology and analytics to enhance arrears and debt collection processes
- Monitor and report on key performance indicators (KPIs) such as recovery rates, bad debt reduction, and customer satisfaction
- Team Leadership & Development
- Manage, coach, and develop a high-performing team, fostering a culture of accountability, innovation, and customer focus
- Proactively take responsibility for the line management of all direct reports, ensuring optimal performance and professional growth
- Stakeholder & Supplier Management
- Build and maintain strong relationships with internal stakeholders (credit, product, pricing, risk) and external partners (DCAs, debt purchasers, trade bodies)
- Oversee third-party performance, ensuring compliance with contractual and regulatory standards
- Negotiate and manage contracts with external suppliers, driving value and continuous improvement
- Compliance & Governance
- Ensure all collections activities comply with FCA, CONC, and internal policies
- Maintain robust controls, risk registers, and governance documentation
- Support the design and implementation of new propositions and changes to improve customer value and regulatory compliance
- Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
- Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
Experience
- Excellent experience in collections management, preferably in insurance or premium finance
- Proven track record managing third-party vendors and delivering against KPIs
- Experience working within a highly regulated environment
Skills
- Strong leadership, negotiation, and analytical skills
- Proficiency with collections technology, CRM systems, and data-driven decision-making
- Ability to influence senior stakeholders and external suppliers
- Excellent communication skills, both verbal and written
- Strong time management, organization, and attention to detail
Knowledge
- Excellent knowledge of premium finance principles and regulations
- Strong understanding of motor insurance products and industry distribution channels
- Detailed understanding of FCA requirements (including TCF) and First Central’s corporate strategy
Behaviours
- Customer-centric, commercially focused, and results-driven
- Agile, collaborative, and committed to continuous improvement
- Professional, confident, and personable with a flexible approach
- Analytical by nature, with a focus on data-based decision making
- Inclusive leadership style, valuing diverse perspectives
So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.
We’ve received some great feedback from colleagues on Glassdoor. Don’t believe us? Check out our reviews for yourself!
What can we do for you?
People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here.
Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.
