Performance Manager

Are you an experienced Performance Manager? Do you have experience within the collections industry? Do you enjoy influencing? If you’ve answered yes, then you could be the right person to join the Operations Strategy team in our Kings Hill office, ME19 4UA!
What you can expect as an Debt Collection Agency Performance Manager (DCA Performance Manager):
Salary of £32,000-£40,000 DOE
Permanent
Hybrid role
Not only are we offering a competitive salary and a fantastic bonus scheme, you’ll also be entitled to loads of great benefits including, discount and cash back on hundreds of high-street shops and private health insurance, plus much more.
As our new DCA Performance Manager, you will be responsible for the regulatory, commercial, and operational performance of the assigned portion of the external DCA panel. You will act as a relationship manager between Cabot and the debt collection agency panel, making sure that you maintain day to day contact, deal with any queries and help to drive collections performance on the accounts we send to them.
Key responsibilities include:
Responsible for assisting the performance of both liquidation and conversion of Cabot Credit Management assets placed at DCA
Assist in the creation of strategies to uplift performance
Production of monthly DCA performance reviews highlighting asset liquidation, conversion, inventory status etc.
Oversight and management of DCA inventory alongside Agency Implementation Team
Responsible for the creation and monitoring of portfolio specific SLAs ensuring DCA commitment meets requirements
Ensure that DCA meets contractual requirements as outlined in sub servicing agreements
Ensure that DCA call quality results maintains the minimum pass rate expected by Cabot
Proactive monitoring of potential risks
Creation and ownership of any remedial action plan requirements in line with requirements identified by 3rd party QA
Reporting of any risks and the relevant plans to line manager to be shared to exec level
Ensure the continued development of DCA call quality and engagement methods
Completion of customer journey reviews to ensure all aspects of journey are fit for purpose and meet CCM standards
We are looking for someone with:
Proven track record in performance management
Proven track record in demonstrating the ability to influence senior leadership within third party organisations
Collections experience is desirable
Appreciation of the commercial environment that contingent DCAs operate in
Experience of managing service delivery through a third-party supplier
Previous record of partnering with key internal partners to drive a step change in performance
Proven change management skills
Knowledge of relevant legislation, e.g. CONC, DPA, CCA is desirable but not essential
What happens next?
If this sounds like you and you’d like to join our rapidly expanding company that offers excellent career progression, then apply now!
Working for Cabot:
You’ll be working for an award winning; Investors in People Gold accredited organisation. We’re passionate about the ethical treatment of our customers and employees. Our mission is to create pathways to economic freedom. Our vision is to make credit accessible by partnering with our consumers to restore their financial health.
Diversity and inclusion
are very important to us at Cabot, and we value a multitude of diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. Our policies ensure that every candidate and employee are treated fairly and with equal opportunities.
**At Cabot we are highly regulated by our clients, as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we are unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK – we are unfortunately unable to offer sponsorship.