Head of Collections

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?

We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 5 million customers. There are some exciting projects coming up and we've got big growth plans.

Want to join us?

About the role.

We are looking for a seasoned leader to oversee the day-to-day management of Zilch's collections and recoveries function. In this role, you will be accountable for bringing the central Credit Risk, Fraud & Collections Strategy team's plans to life - driving operational delivery, ensuring compliance, and achieving fair customer outcomes.

The Head of Collections Operations will lead internal teams as well as external BPOs and Debt Recovery Agencies (DRAs), ensuring consistent execution, efficiency, and customer-first practices. This position is hands-on, focused on operational delivery, reporting into senior leadership with responsibility for execution rather than enterprise strategy design.

Day to day responsibilities.

Operational Leadership

• Lead, motivate, and develop internal collections teams and external partners, ensuring performance against agreed KPIs and SLAs.
• Convert high-level strategy into clear processes, workflows, and team objectives.
• Foster a culture of ownership, performance, and customer care.

Collections & Recoveries Execution

• Oversee operations across early arrears, late arrears, and debt recovery stages.
• Guarantee compliance with FCA requirements and other relevant regulations.
• Monitor and manage outsourced partner and DRA delivery through structured governance and quality standards.

Performance & Continuous Improvement

• Own and deliver operational performance reporting, escalating risks and emerging issues as required.
• Enhance efficiency and scalability of collections through automation, process refinement, and innovative approaches.
• Drive digital-first initiatives to strengthen customer experience and repayment outcomes.
• Partner with Product, Engineering, Risk, and Compliance teams to embed operational needs into new products and services.
• Provide insights into customer repayment behaviours to inform wider business and risk decisions.
• Communicate operational risks clearly and promptly to senior stakeholders.

Governance & Oversight

• Deliver clear, accurate reporting on collections operations to senior leadership.
• Ensure ongoing regulatory compliance, audit readiness, and high conduct standards.
• Track portfolio performance and recovery outcomes from an operational standpoint.

What we're looking for

• Proven track record leading collections operations within consumer lending, fintech, or broader financial services.
• Experience managing both internal teams and outsourced providers.
• Strong knowledge of FCA regulation and collections governance standards.
• Operationally focused - with expertise in process optimisation, workforce planning, and automation.
• Excellent stakeholder management and collaboration skills.
• Background scaling collections functions in a fintech or digital-first business.
• Familiarity with advanced collections technologies and digital customer tools.

Benefits.
Compensation & Savings:

• Income Protection.
• Permanent employees enjoy access to our Share Options Scheme.
• 5% back on in-app purchases.
• £200 for WFH Setup.
• Private Medical Insurance including;
• GP consultations (video, telephone or face-to-face).
• Prescribed medication.
• In-patient, day-patient and out-patient care.
• Mental health support.
• Physiotherapy.
• Advanced cancer cover.
• Employee Assistance Programme including:
  • Unlimited mental health sessions.
  • 24/7 remote GP & physiotherapy.
  • 24/7 helpline for emotional & practical support.
• Savings & discounts on everyday shopping.
• 1:1 personalised well-being consultations.

Family Friendly Policies:

• Enhanced maternity pay.
• Enhanced paternity pay.
• Enhanced adoption pay.
• Enhanced shared parental leave.

Learning & Development:

• Professional Qualifications.
• Professional Memberships.
• Learning Suite for e-courses.
• Internal Training Programmes.
• FCA & Regulatory training.
• Hybrid Working.
• Casual dress code.
• Workplace socials.

To apply for this role, please submit your CV along with a cover letter.

We acknowledge receipt of your resume for a position at Zilch and we appreciate your interest in joining our business.

We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue to the next stage of the recruitment process. We wish you every success.

Zilch Technology is an equal opportunities employer and we encourage all applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, religion or belief.

Apply for this Job

Do you require a Visa Sponsorship? Do you live within commutable distance from our London Victoria office? Are you able to come to the office 3 days a week? (Monday, Wednesday and Thursday subject to change) Can you briefly share how your skills and experience align with the job requirements