Collections Portfolio Manager

Toyota Financial Service UK are looking for an experienced Collections Portfolio / Effectiveness Manager to join the Customer Outcomes department.

The Collections Portfolio Manager is responsible for optimising the performance of the end-to-end collections portfolio, ensuring sustainable arrears reduction, strong customer outcomes, and full regulatory compliance. The role balances commercial performance with customer-centric treatment strategies, supporting long-term portfolio health and aligning to Consumer Duty principles.

Role & Key Responsibilities:

Portfolio Performance & Strategy:

• Own and manage the performance of the collections portfolio across all delinquency stages (early arrears through to recoveries). Produce MI and Data showing key hotspots, areas of improvement and potential future areas of risk
• Develop and implement collections strategies to reduce arrears, minimise losses, and improve cure rates.
• Analyse disposal proceeds against forecast residual values, identifying trends, risks and improvement opportunities.
• Analyse actual vehicle disposal proceeds against forecast residual values, investigating variances and recommending actions to optimise performance.
• Track and report on write-off and voluntary termination activity, assessing financial impacts and emerging trends.
• Continuously monitor key performance metrics (roll rates, liquidation rates, NPA, loss rates) and identify emerging risks or opportunities.
• Provide insight-led recommendations to optimise segmentation, treatment paths, and customer engagement strategies.

Customer Outcomes & Consumer Duty:

• Ensure all collections activity delivers fair and appropriate customer outcomes, particularly for vulnerable customers.
• Embed Consumer Duty principles across all portfolio strategies and interventions.
• Monitor outcomes testing and QA results to ensure strategies are delivering good customer outcomes and meeting regulatory expectations.
• Balance sustainable collections performance with appropriate forbearance and affordability-driven solutions.

Regulatory & Risk Management:

• Ensure adherence to FCA regulations, including CONC and Consumer Duty requirements.
• Work closely with Risk and Compliance to assess and approve strategy changes.
• Identify and mitigate conduct and operational risks within the collections portfolio.
• Support regulatory submissions, audits, and reviews where required.

Data, Analytics & Insight:

• Leverage portfolio data to drive insight-led decision making.
• Partner with analytics teams to develop predictive models, segmentation strategies, and treatment effectiveness analysis.
• Track and report on portfolio trends, customer behaviours, and emerging risks.
• Lead the development of MI packs for senior leadership, ensuring clear and actionable insight.

Strategy Implementation & Change:

• Translate strategy into operational execution, working closely with Business Performance Manager and Customer Care Hub leaders and change teams.
• Support the design and delivery of collections transformation initiatives (e.g. digital engagement, automation, new treatment paths).
• Ensure robust testing, governance, and post-implementation reviews for all strategy changes.

Stakeholder Management:

• Build strong relationships across Operations, Risk, Compliance, Finance, and Transformation teams.
• Act as the key point of contact for portfolio performance and collections strategy.
• Influence senior stakeholders through clear, data-driven insight and recommendations.

What you’ll get to own:

• End-to-end performance of the collections portfolio, from early arrears through to recoveries.
• Collections strategy and treatment optimisation, using data to improve arrears, cure rates, losses and customer outcomes.
• Portfolio insight and recommendations, identifying trends, risks, hotspots and opportunities for improvement.
• Residual value, write-off and voluntary termination performance, assessing financial impact and driving better outcomes.
• Fair customer outcomes and regulatory alignment, ensuring activity supports Consumer Duty and FCA expectations.

Key Experience & Skills:

Essential:

• Advanced Microsoft Excel skills, including pivot tables, lookups, complex formulas and data analysis. Significant experience in collections strategy and portfolio management within financial services (motor finance strongly desired).
• Strong analytical and numerical skills with the ability to interpret large datasets and identify trends. Experience of segmentation, strategy design, and optimisation across collections lifecycle.
• Experience producing management information (MI), dashboards and performance reporting.
• Excellent stakeholder management and influencing skills at all levels.
• Knowledge of portfolio performance metrics, forecasting techniques and risk analysis.
• Ability to perform data validation, reconciliation and quality assurance activities.
• Excellent attention to detail and problem-solving skills
• Experience with Power BI, Tableau or similar data visualisation tools.

Desirable:

• Regulated Motor Finance experience
• Experience supporting or leading transformation or change initiatives.
• Experience using SQL to extract, manipulate and analyse data

Attributes & Behaviours:

• Analytical thinker with the ability to interpret complex data, identify trends and draw meaningful conclusions.
• Commercially aware, understanding the impact of portfolio performance on profitability, risk and customer outcomes.
• Attention to detail, producing accurate analysis and reporting whilst maintaining high standards of quality.
• Proactive and curious, seeking to understand root causes and identify opportunities for improvement.
• Problem solver, able to assess issues objectively and recommend practical, evidence-based solutions.
• Customer-focused, considering customer outcomes alongside financial and operational performance.
• Collaborative, building effective relationships across Finance, Risk, Collections, Customer Care, Credit and Vehicle Re-marketing teams.
• Strong communicator, capable of translating complex data into clear, actionable insights for a range of audiences.
• Continuous improvement mindset, challenging existing processes and identifying opportunities to enhance reporting, controls and portfolio performance.
• Adaptable and resilient, working effectively in a fast-paced environment with changing priorities.

At Toyota Financial Services (TFS) it is more than just an externally bench-marked salary and bonus, we also offer:

• Hybrid working pattern is 2 days in the office and 3 days from a location of your choice.
• Access to attractive car schemes for you (& your family) for Toyota & Lexus cars
• Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
• Generous annual leave of 25 days which increases with service and holiday purchase option
• Private Medical Healthcare (single, partner/spouse and dependent children) with Digital GP Service
• Group Income Protection cover with Aviva including physical, mental, and financial wellbeing services
• Employee Assistance Program
• Eye tests
• Onsite gym, Sports and Social Club, & flu jabs to keep you healthy
• Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body, and to raise awareness and celebrate diversity, equity and inclusion.
• Dress for your day policy to make you feel comfortable at work
• Eco HQ, free parking & restaurant
• Two volunteering days per year
• Reward gateway voucher discounts
• Flexible working scheme and we welcome flexible working conversations at interview
• Regular 121s with your manager, a personal development review (PReview) each quarter
• A wide range of learning & development opportunities including Linked In Learning courses
• £250 contribution towards you learning something new outside of work
• Annual events (e.g., summer party, BBQ & Xmas party) including Countdown to Christmas events every December - it is so much fun!

Our Recruitment Process

At Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer.

We are committed to supporting disabled applicants throughout the recruitment process. Should you meet the minimum criteria for this role and wish to apply under the DC scheme, you may be moved forward to the next stage. Please ensure to add this information into your application.

When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.

Some examples of how we might be able to help are listed below:

• Providing a copy of interview questions before the interview
• Organising a time and location that best suits you
• Allowing additional time for the assessment and interview

We are happy to review any adjustment on a case-by-case basis to support you to be your best self.