Collections and Recoveries Team Leader

About Zego

At Zego we understand that traditional motor insurance holds good drivers back. Its too complicated too expensive and it doesnt reflect how well you actually drive. Since 2016 we have been on a mission to change that by offering the lowest priced insurance for good drivers.
From van drivers and gig workers to everyday car drivers our customers are the driving force behind everything we do. Weve sold tens of millions of policies and raised over $200 million in funding and picked up numerous awards including the Employer of The Year 2025 as awarded at The Insurance Posts Awards . Now we are excited to enter the lending market expanding our mission to empower drivers with smarter financial solutions. And were only just getting started.

Purpose of the Role

Were looking for an experienced Team Leader to lead and continuously improve Zegos arrears and collections function as we expand. This role is ideal for someone who excels at optimising processes improving performance and developing high-performing teams. Youll take ownership of end-to-end arrears and recoveries activity driving operational efficiency strengthening controls and enhancing customer outcomes while balancing regulatory requirements risk management and commercial performance.

Youll work closely with Finance Risk Product Legal and Operations to identify improvement opportunities embed best-practice ways of working and ensure our credit and recoveries approach remains compliant customer-focused and scalable as the business grows.

What Youll Be Working On

Recoveries Arrears & Credit Operations

• Support with the design and implementation Zegos arrears and recoveries strategy covering early intervention late-stage collections and recoveries.
• Own day-to-day performance across arrears and recoveries outcomes.
• Develop and maintain collections procedures and playbooks aligned with FCA regulation and Treating Customers Fairly (TCF).
• Introduce clear segmentation and treatment strategies to improve customer engagement and outcomes.

Process Design & Continuous Improvement

• Identify inefficiencies and lead continuous improvement initiatives to reduce arrears and improve resolution times.
• Partner with Product and Tech to help shape systems tooling and automation to support recovery operations.
• Use MI and data insights to track performance identify trends and inform decision-making.

Team Leadership & Capability Building

• Build lead and develop a high-performing arrears and recoveries team.
• Set clear goals KPIs and quality standards ensuring accountability and strong performance management.
• Design and deliver training programmes coaching plans and onboarding for new joiners.
• Create a culture of ownership resilience and customer empathy ensuring difficult conversations are handled professionally and fairly.
• Support career development and progression within the team.

Stakeholder & Regulatory Collaboration

• Act as the subject matter expert for arrears and recoveries across the business.
• Partner with Risk and Compliance to ensure all activity meets regulatory expectations (FCA CONC GDPR AML).
• Provide insights and recommendations to senior leadership on credit performance risks and improvement opportunities.

What Youll Need to Be Successful

• Proven experience in arrears recoveries or credit operations ideally within consumer lending premium finance or financial services.
• Strong people management experience including coaching performance management and team development.
• Experience setting up or improving collections and recovery processes in a growing or changing environment.
• Solid understanding of credit risk arrears management and regulatory requirements (FCA TCF GDPR).
• Ability to balance commercial outcomes with fair customer treatment.
• Confident stakeholder manager able to influence across teams and seniority levels.
• Professional qualifications (e.g. CICM) or equivalent hands-on experience are valued.
• Compliance training (KYC AML GDPR TCF) is highly desirable.

Whats it like to work at Zego

Zego has a truly international and inclusive team unified by great ideas and collaborative thoughtfulness. Our people are the most important part of our story and everyone plays an essential role in our journey. We look for people who have expertise enthusiasm and who are motivated by change. Theres plenty of room to learn and grow as part of our ongoing training programmes or directly from other experts. Youll work alongside a talented group of people who respect each others differences and seek to understand fresh perspectives.

How we work

We believe that teams work better when they have time to collaborate and space to get things done. We call it Zego Hybrid!

Our hybrid way of working is unique. We foster a flexible approach that empowers every Zegon to perform at their best. We ask you to spend at least one day a week in our central London office. Every team has the flexibility to choose the day that works best for them. We cover the costs for all company-wide events (3 per year) and also provide a separate hybrid contribution to help pay towards other travel costs. We think its a good mix of collaborative face time and flexible home-working setting us up to achieve the right balance between work and life.

Our approach to AI

We believe in the power of AI to meaningfully improve how we work - helping us move faster think differently and focus on what matters most. At Zego we encourage people to stay curious and intentional about how AI is leveraged in their work and teams to drive practical impact every day. This is your chance to do the most meaningful work of your career - and well provide you with the tools support and freedom to do it well.

Benefits

We reward our people well. Join us and youll get a market-competitive salary private medical insurance company share options generous holiday allowance and a whole lot of wellbeing benefits. And thats just for starters.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion national origin gender sexual orientation age marital status or disability status. If you need any support with your application please get in touch with us on