Field Collections Improvement Manager

Job Description

We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.

Field Collections Improvement Manager

We’re looking for a brilliant Field Collections Improvement Manager to join our team of colleagues in British Gas Business, that together are setting the standard in energy supply.

In the complicated world of energy, we strive to make energy simple, creating a straightforward and hassle-free experience for our customers.

Our philosophy is success comes when we’re in it together, trusting each other and having fun along the way. And because we’ve got big plans to help our homes and businesses get closer to net zero, we can’t stand still. We need to be always learning, ready to grow and move forward.

As part of that drive, we’re looking for a highly motivated, conscientious, and capable person to join our Collections Team. As the economic environment becomes more challenging for businesses to operate, more are entering into debt. The need to ensure our collections journeys can meet this challenge is key to helping our customers out of debt and safeguarding our organisation. As such, we have created a leading role for you to play in the delivery of critical debt treatments.

• Working within the Late Collection Teams, you will have the responsibility for transforming Field Collections.
• Your primary role will be to design and deploy process, system, and operational solutions within the Field Collections space.
• You will understand and drive the performance of our part in the collections journey, ensuring fairness and regulatory compliance.

Accountabilities

Process Design & Optimisation

• Gather customer & business requirements.
• Complete high level customer journey design.
• Provide low level process & system workflow mapping by workstream / functional area.
• Design and implement associated operational controls.
• Review E2E process to identify gaps and opportunities; prioritise, develop, and deploy associated solutions.
• Understand and ensure adherence to regulator, compliance, and policy requirements.

Change Delivery

• Delivery plan creation and management with prioritised milestones and actions.
• Create delivery groups, manage stakeholder, and drive responsible parties.
• Track and mitigate risks and issues.
• Complete system and process testing.
• Ensure all Business readiness requirements are met.
• Work with operational teams to train and imbed change.

Performance reporting

• Define performance reporting and support delivery.
• Regularly review reporting to support identification of opportunities and assist in prioritisation.
• Provide regular updates in senior stakeholders.

Experience

• Excellent process design skills, preferably in a debt services.
• Experience of delivering complex change projects / initiatives.
• Good problem solving and analytical skills.
• Experience of managing internal and external stakeholders, including senior levels.
• Comfortable presenting information for engagement or sign off.
• Able to interpret regulatory requirements into process and controls.

At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!

PLEASE APPLY ONLINE by hitting the 'Apply' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.