What’s the role?
We are looking for experienced Team Leaders to be responsible for a team of collections agents and oversight of day-to-day operations of the department. You will be responsible for monitoring activities, quality assurance testing, team training and coaching as necessary. The ideal candidate will also have a minimum of 12 months financial services collections experience – dealing with secured and unsecured products.
Responsibilities:
- Support team to achieve productivity/quality targets
- Learn and understand the process in depth
- Resolve any underlying or ongoing issues with individual team members or the group as a whole
- Make appropriate risk-based escalations and performance development plans for individual team members
- Work collaboratively with operational and support functions conducting impact assessments and training needs identification
- Deliver training through one-to-one and group sessions
- Embed QC feedback through one-to-one and group coaching
Essential skills & experience required:
- Extensive team leader experience managing teams within financial services, Remediation or complaint handling operational experience preferred
- Minimum 12 months recent experience within collections, dealing with secured or unsecured products.
- Excellent communication skills
- Ability to lead, motivate, and develop a team
- Experience of creating and delivering training on key collections processes
- Ability to complete quality assurance reviews and deliver actionable feedback
- Proficient at MI tracking, reporting case status to management and progressing against deadlines
- Able to adapt to change, often at pace, and bring others with them
- Stakeholder management and the ability to manage relationships and work at all levels
- Proficiency in MS office (Microsoft Excel, PowerPoint, Word etc)
- Ability to be flexible and reliable when working under pressure
- Attention to detail
- Sound decision making and organisational skills
Next steps:
To express your interest in this opportunity, don’t delay; please click apply now.
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