Team Leader/Technical

Job title: Team Leader
Account: UK Financial Collections
Work set up: 100% Onsite at Eton Centris, Quezon City
Work shift: Shifting schedules, UK time
Salary: Up to 48,075 basic + 2400 allowance depending on experience
*Joining Bonus of 40K
Start date: 30-Mar

Qualifications:
• Bachelor's Degree
• BPO experience is required.
• Min 2 years of work experience in collection operations and Team Handling.
• Exposure to UK Banking / Collections
• Sound Knowledge about collections domain and understanding of the process and bucket flows.
• Excellent communication & feedback/coaching skills.
• Experience in collections team management and familiar with the data and reports pertaining to collections
• Understanding of collections terminologies, guidelines and laws.
• Not a job hopper
• Must not be a present or former employee of Wipro

Responsibilities:

•Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverables
•Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience.
•Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues
•Works with management and team members to proactively identify, manage, and escalate risks which may impact the business
•Monitors interactions to ensure that team members are giving accurate information and following approved practices
•Coaches and develops a positive and productive work environment and builds relationships with business partners.
•Utilizes reporting for business metrics to guide team member coaching and performance management.
•Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level
•Ensures capabilities and knowledge of team members keeps pace with customer expectations.
•Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.
•May perform budgetary analysis, reports or special project work as requested by business partners and senior management.
•Delivers what is promised in line with customer expectations
•Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities
•Must possess procedure driven judgment in order to find the best solution to an issue.
•Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication.
•Should take escalation calls as needed/required.

Recruitment Process:
Initial Interview: HRI (Human Resource Interview) c/o Angela
SVAR
Final Interview: MS Teams

Pre-screening Notes:
• How many years of relevant experience you have in collection operations and Team Handling?
• How many years of of Experience you have in collections team management and familiar with the data and reports pertaining to collections?
• Do you have Exposure to UK Banking / Collections?
•. Do you have Understanding of collections terminologies, guidelines and laws?
• Do you have exposure to UK banking or collections experience in other verticals?
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you amenable to work onsite in QC with a Shifting schedules?
• When are you available to start once hired?