Senior Analytics Manager - Collections & Recoveries
What you will do
In this position, you will have end-to-end ownership of Klarna Financial Services UK’s collections, recoveries, arrears, and forbearance activities, accountable for strategy, controls, and the delivery of fair consumer outcomes. You will define, own, and execute UK early and late collections strategies, forbearance approaches, debt collection agency outsourcing under SYSC, and debt sale strategies to minimise losses while protecting vulnerable customers. You will act as the senior accountable owner for performance, conduct, and compliance, ensuring policies, routines, and controls remain aligned with UK regulatory requirements and Klarna’s values. As a Certified Function holder, you will lead regulatory engagement, governance, and incident management, representing KFSUK with senior management committees and the FCA, and ensuring robust oversight, escalation, and remediation across the full arrears lifecycle.
Who you are
- Significant senior-level experience in UK collections, recoveries, arrears, and forbearance within a regulated financial services environment
- Deep expertise in UK consumer credit regulation, conduct standards, and the delivery of good consumer outcomes, including protection of vulnerable customers
- Proven accountability for defining and owning collections, forbearance, and debt sale strategies, controls, and operational delivery
- Strong leadership experience with ownership of outsourced Debt Collection Agency arrangements, including SYSC governance, assurance, compliance oversight, and operational change management
- Extensive experience using analytics to drive strategy, performance management, incident detection, and loss minimisation decisions
- Demonstrated ability to act as a Certified Function holder, meeting fitness and propriety expectations and taking personal accountability for conduct and outcomes
- Proven experience engaging directly with senior stakeholders, governance committees, and regulators, including representing arrears and forbearance strategy to the FCA
Awesome to have
- Experience attending or reporting into audit, risk, compliance, or operations committees within a regulated entity
- Background in managing complex incidents, including detection, mitigation, reporting, and remediation
- Experience working in an international or matrixed organisation with UK regulatory accountability
- Familiarity with debt sale execution and portfolio-level loss optimisation
- Experience building and developing senior teams in collections or operations environments
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