Team Leader UK/US/AU Financial

Account: UK Financial Collections Location: Quezon City Work Setup: 100% Onsite Schedule: Shifting Schedule (UK Time) Employment Type: Full-Time Salary Package: Up to ₱48,000 Basic Salary + ₱2,400 Allowance (depending on experience) Position Overview The UK Financial Collections Team Leader is responsible for leading and managing a team of Collections Representatives handling UK-based financial accounts. The role requires strong leadership skills, in-depth knowledge of UK collections operations, and the ability to drive team performance while ensuring compliance with company policies, client requirements, and industry regulations. The Team Leader will oversee daily operations, monitor key performance indicators (KPIs), provide coaching and development opportunities, and ensure the achievement of collections and productivity targets. Key Responsibilities Team Leadership and Management

• Lead, motivate, and manage a team of Collections Associates.
• Conduct regular coaching, feedback, and performance discussions.
• Monitor attendance, productivity, and overall team performance.
• Develop action plans to address performance gaps and improve results.
• Foster a positive and high-performance work environment.

Operations Management

• Ensure achievement of collections, productivity, and quality targets.
• Monitor daily team activities and workload distribution.
• Analyze operational reports and performance metrics to identify trends and opportunities for improvement.
• Escalate operational concerns and recommend solutions when necessary.
• Drive adherence to company processes and client requirements.

Performance Monitoring

• Track and manage key performance indicators (KPIs) such as:
• Collections performance
• Recovery rates
• Productivity metrics
• Quality scores
• Attendance and schedule adherence
• Prepare and present performance reports to management.
• Conduct root cause analysis for performance issues and implement corrective actions.

Compliance and Process Management

• Ensure team compliance with UK collections regulations, company policies, and client guidelines.
• Maintain knowledge of collections laws, industry standards, and best practices.
• Ensure proper documentation and accurate reporting of all collections activities.
• Promote ethical collections practices and customer interactions.

Training and Development

• Identify training needs and support employee development.
• Assist in onboarding and training new hires.
• Share best practices and process updates with team members.
• Encourage continuous learning and performance improvement.

Required Qualifications

• Minimum of 2 years work experience collection operations and Team Handling
• Exposure to UK/US/AU Banking / Collections
• Sound Knowledge about collections domain and understanding of the process and bucket flows
• Experience in collections team management and familiar with the data and reports pertaining to collections
• Understanding of collections terminologies, guidelines and laws.

Preferred Skills

• Performance management and coaching expertise.
• Workforce and productivity management.
• Reporting and data analysis.
• Conflict resolution and decision-making.
• Client and stakeholder management.
• Process improvement and operational excellence.