What is the opportunity

As a key part of the operational insights team within Customer Loans Solutions UK you will drive the knowledge and insight of the performance of the business unit.

In this role you will:

• Monitor the performance of existing collection strategies, and working with the Strategy and Customer Experience Leads to inform the effectiveness of changes to strategy.
• Provide insight and commentary into key monthly and quarterly reports for Group and product stakeholders in respect of performance against business plans.
• Support provision of Customer Loans Solutions UK reporting, including submissions to business units for governance, operational information, automated control reporting and ad-hoc data for analysis.
• Provide assistance as required to key strategic priorities including debt sale activity, and post-sale obligations to purchasers
• Support departmental requirements with liaising with business units to assist, monitor, track and forecast the UK NPE position vs agreed budget with associated reporting requirements.
• Work closely with stakeholders in Customer Loans Solutions UK, Retail Credit UK, Parent Group departments including decision science and Retail Ireland, to develop and deliver NPE forecasts for all UK portfolios.
• Provide insight and input for the submission of papers for key stakeholders and formal governance committees for consideration or approval of operational change and key strategic updates for Collections & Recoveries.
• Development, tracking and insight of monthly reporting of Collections and Recoveries (actual v forecast) performance, including FTE blueprint and resource planning.

What will make you stand out?

Strong technical capabilities relating to SAS / Python / SQL

Demonstrable understanding of UK Collections and Recoveries industry, including a working knowledge of secured, Asset finance, Business Banking and unsecured industry legislation/regulation and best practice.

Knowledge of credit impairments methodologies, including IFRS9 and valuation methods

Capable of a high degree of innovative thought including identifying creative solutions to complex business problems

Experience acting as a leader within a team, including within project and programme settings

Strong communication skills, including providing written and verbal commentary to a senior audience

Self-motivated individual with ability to set and follow own delivery agenda.

Essential Qualifications

There are no minimum educational requirements for this role.

More about the team

The UK Operations business unit is a key enabler of this strategy and is responsible for all personal and business customer account servicing, debt management, customer relationships (vulnerable customers, bereavements and complaints), operational resilience, IT and information security and supplier management & governance.

Customer Loans Solutions UK is a high profile, collaborative team, within UK Operations, responsible for supporting customers experiencing financial difficulty. Our key focus is to ensure fair outcomes for our customers and maintain strong positive relationships with them whilst balancing the recovery of debt.

Why work with us

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!