Collections Team Leader (Fintech)

TL;DR

Collections Team Leader (Fintech): Leading and supporting a team of agents to deliver fair customer outcomes and efficient debt recovery within a business credit card platform with an accent on regulatory compliance and team development. Focus on optimizing performance against SLAs, managing high-volume complex cases, and ensuring adherence to FCA and Consumer Duty guidelines.

Location: Manchester (Hybrid: 3 days in office, 2 from home). First 12 weeks require full-time office presence.

Salary: £37,000–£45,000

Company

hirify.global provides an all-in-one business credit card and spend management platform helping small business owners save time and money.

What you will do

• Lead and support a team of up to 8 agents to achieve strong customer and business outcomes.
• Ensure strict compliance with departmental processes, industry standards, and regulatory requirements, including FCA guidance and Consumer Duty.
• Oversee performance against SLAs, driving efficiency across calls and digital channels while maintaining high quality.
• Coach and develop team members through regular 1-1s and team meetings to enhance engagement and performance.
• Collaborate with stakeholders and act as an escalation point to remove barriers to success.

Requirements

• Extensive leadership experience in multi-channel Collections environments, specifically with UK and US portfolios.
• Background in credit card or SME lending is preferred.
• Strong knowledge of GDPR, FCA, Consumer Duty, insolvency, and the Equalities Act.
• Proven ability to motivate and develop teams across remote, hybrid, and onsite settings.
• Experience managing complex cases and supporting vulnerable customers in risk-sensitive situations.
• Must be based in or be able to commute to the Manchester office.

Culture & Benefits

• Private healthcare, dental, and opticians services, plus worldwide travel insurance through Vitality.
• Anniversary rewards including a 4-week fully paid sabbatical.
• Salary sacrifice pension scheme (up to 7% match) and Octopus EV scheme.
• 28 days holiday plus bank holidays.
• Annual learning and wellbeing budget.
• Dog-friendly office equipped with a pool table, arcade machine, and free drinks/snacks.

Hiring process

• Stage 1: 30-minute introductory and values call with a Talent Partner via video.
• Stage 2: In-person interview with a Collections Team Manager in Manchester.