Job Overview

We are looking for a Team Leader to oversee a team handling UK financial collections operations. The ideal candidate should have strong people-management skills, experience in collections or a related contact center environment, and the ability to drive team performance while maintaining quality and compliance standards.

Key Responsibilities

• Lead, coach, and motivate a team of collections representatives to achieve individual and team performance targets.

• Monitor collections performance, productivity, quality, attendance, and adherence to operational targets.

• Support the team in handling customer accounts, payment follow-ups, overdue balances, and collection-related queries.

• Conduct regular performance reviews, coaching sessions, and feedback discussions to improve employee performance.

• Monitor operational reports and identify opportunities to improve collections effectiveness and customer experience.

• Handle escalations and support team members in resolving complex customer concerns.

• Ensure compliance with applicable policies, procedures, data protection requirements, and UK financial collections standards.

• Coordinate with operations management and relevant stakeholders to address performance gaps and operational challenges.

• Maintain accurate reports and documentation relating to team performance and collection activities.

Qualifications

• Relevant experience in financial collections, debt recovery, or a related customer service/contact center environment.

• Previous team leadership or supervisory experience in a contact center or collections operation.

• Strong communication, coaching, and people-management skills.

• Ability to analyze performance metrics and implement improvement plans.

• Strong problem-solving, decision-making, and escalation-management abilities.

• Willingness to work onsite in Quezon City.

• Flexibility to work the schedule required by the UK Financial Collections account.

Work Arrangement

• Work Location: Quezon City, Philippines

• Work Setup: Onsite

• Account: UK Financial Collections

Application Requirements

• Submit an updated CV highlighting relevant collections experience, leadership responsibilities, team size managed, and performance achievements.

• Clearly identify experience supporting UK collections operations, if applicable.

• Include measurable achievements such as target attainment, productivity, quality scores, and improvements in team performance where available.

Important: Please submit the latest copy of your CV and ensure that relevant leadership and collections experience is clearly highlighted for client review.