Collections and Recoveries Team Leader

About Zego

At Zego, we understand that traditional motor insurance holds good drivers back. It's too complicated, too expensive, and it doesn't reflect how well you actually drive.
From van drivers and gig workers to everyday car drivers, our customers are the driving force behind everything we do. We've 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 Post's Awards . Now, we are excited to enter the lending market, expanding our mission to empower drivers with smarter financial solutions.

And we’re only just getting started.

We’re looking for an experienced Team Leader to lead and continuously improve Zego’s 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. You’ll 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.

You’ll 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.

• Support with the design and implementation Zego’s 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.

• 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.

• 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.

• 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.

• 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.

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…