Finance Programme Manager – Repayment Support

The role

• As Repayment Support Manager you will lead the delivery and strategic development of repayment processes.
• Support with the design and implementation of impaired debt governance frameworks, ensuring compliance with FCA and consumer duty standards and the delivery of world-class customer service.
• This role will pull together data insights and reporting, using this information to effectively manage stakeholders, internal and external.
• To be successful in this role you will be a supportive and collaborative leader who listens to the experts in the team before developing solutions.
• You will have strong attention to detail and a strong understanding of the importance of evidence-based decision making.
• You will have exceptional stakeholder management skills, and the ability and drive to further develop effective working relationships with Scottish Government, Transport Scotland, debt collection agencies and internal stakeholders.
• This role requires adaptive leadership, strategic and operational redesign to deliver measurable improvements in meeting regulatory requirements, customer experience, team performance, and organisational agility.
• This is a critical role in supporting customers in all circumstances, including those with vulnerabilities which requires a strong understanding of Consumer Duty.

The team

The Services Delivery team is responsible for administering loans and grants on behalf of various funders including the Scottish Government. We are a large, supportive team with well-established ways of working and an embedded culture of continuous improvement.

You will manage the Repayment Support team and play a vital role in effective stakeholder management, acting as the key contact for Transport Scotland, Scottish Government, and debt collection agencies to support the delivery of accurate MI and risk oversight across all schemes.

What you will do

This is a highly visible role with responsibility for:

• Supporting with the design and implementation of impaired debt governance frameworks, ensuring compliance with FCA and consumer duty standards and the delivery of world-class customer service.
• Design, implement, and govern impaired debt controls, including identification, recording, escalation, and management of high-risk debt cases.
• Governance Structure for impaired debt – Collaborate with Senior PM and relevant stakeholders to introduce the end-to-end redesign of this process and manage implementation.
• Ensure FCA and consumer duty compliance across repayment processes.
• Manage and strategically coordinate a repayments team including Assistant Manager and oversight for administrators—while absorbing leadership responsibilities during resourcing gaps and leave periods
• Manage Energy Saving Trust’s credit control process – for all missed loan repayments, customer contacts and statements as required.
• To produce internal and external reporting and track trends.
• Define and monitor KPIs for impairment trends, recovery rates, compliance metrics, and MI accuracy.
• Strategic Debt oversight -clearly communicate with relevant internal and external stakeholders on debt and impairment positions and targets.
• Debt Management process development – create, implement and manage new debt management process in line with Transport Scotland project and funding.
• Provide strategic communication to internal and external stakeholders.
• Complete a review all repayment support processes – Deliver new increased oversight and management of debt and impairment process in line with debt feasibility report
• Ensure customer-centric debt resolution aligned to consumer duty principles, including vulnerability handling and complaint root cause analysis.

You’ll empower your team to develop their knowledge and skills, creating capacity to focus on strategic priorities while enhancing the customer experience.

What you will bring

• Stakeholder management skills, demonstrating integrity and diplomacy with excellent negotiation skills.
• Demonstrable experience in regulatory compliance (FCA, consumer duty) and audit readiness.
• Strong analytical skills for MI accuracy, reconciliations, and trend reporting.
• Ability to design and implement governance frameworks.
• Experience in strategic programme management and operational transformation.

For more information, please see the job description.

As part of our recruitment process, we conduct background checks on all candidates who receive a conditional offer of employment. The nature of the scheme that we are contracted to work on with Scottish Government means that we are required to comply with UK Government standards when carrying out pre‑employment checks for new starters. This check is known as the Baseline Personnel Security Standard (BPSS).

BPSS checks include:

• Verification of identity
• Verification of right to work in the UK
• Verification of your previous 3 years of employment history, including periods spent overseas
• A basic criminal record check (DBS), and where relevant, criminal record information from countries where you have lived for significant periods

Information obtained will only be used for the purposes of assessing your suitability for the role. Please note that if successful, any offer of employment made will be conditional pending the successful completion of the BPSS checks. To meet BPSS requirements, candidates must hold valid UK Right to Work documentation. If you have lived or worked overseas, these periods can be verified as long as the relevant evidence can be provided.

More information on the checks can be found here.

Who we are

Energy Saving Trust is a leading and trusted organisation, dedicated to promoting energy efficiency, low carbon transport and sustainable energy use. We aim to address the climate emergency and deliver the wider benefits of clean energy as we transition to net zero.

At Energy Saving Trust we don’t just offer jobs – we offer careers. For our people, being part of the effort to address the climate emergency makes working for us truly meaningful and rewarding.

Work where you thrive

At Energy Saving Trust, flexibility isn’t just a policy, it’s how we work. Most of our roles can be done remotely, and many of our people choose to work from home full-time. Prefer an office environment? We have welcoming spaces in London, Edinburgh, Belfast, Cardiff and Hadleigh for those who want to connect in person.

We’ll support you with:

• Generous holiday (25 days + bank holidays + extra Christmas leave)
• True flexibility in how and where you work (subject to role requirements)
• Strong pension & life assurance
• Enhanced family leave
• Green travel perks (EV scheme, cycle to work)
• Professional development support
• Yearly wellbeing allowance

These are just some of the benefits we offer.

Want to know more about how we make flexibility real? Check out our Benefits and Culture page

Reasonable adjustments:

We want to ensure that our recruitment process is inclusive of and accessible for, everyone.

If you think you may need additional support or reasonable adjustments made to any part of the recruitment process, please get in touch with [email protected] or call reception on +44 (0)20 7222 0101. We will do our very best to support you.

Diversity and inclusion

Energy Saving Trust is committed to creating a diverse, inclusive and equitable workplace where everyone can be themselves, with support to be their best.

We strongly encourage applicants from a wide range of backgrounds and with different identities and experiences to apply for roles with Energy Saving Trust.

We are a Disability Confident Committed employer and we ringfence a minimum number of interview slots for candidates who apply via the Disability Confident scheme and meet the criteria for a role. Find out more here.

You can find out more about our commitment to diversity and inclusion here.

To avoid disappointment, you are advised to submit your application as soon as possible as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can manage application levels whilst maintaining a positive candidate experience. Unfortunately, once a vacancy has closed, we are unable to consider further applications

Please note, that we are unable to provide visa sponsorship for this post. To apply for this post, you must be able to demonstrate your eligibility to work in the UK