We are seeking an experienced
Team Lead UK Banking Collections to oversee day-to-day collections operations and lead a team of collection specialists handling UK financial accounts. The role requires strong leadership, in-depth knowledge of the collections process, and the ability to drive team performance while ensuring compliance with UK banking regulations and collections guidelines.
The ideal candidate must have
hands-on experience in UK banking, financial services, or collections operations and a strong understanding of
collections processes, bucket flows, and regulatory requirements.
Key Responsibilities
- Lead, coach, and manage a team of collections specialists to achieve performance targets and KPIs.
- Monitor daily operations to ensure productivity, quality, and compliance with UK collections regulations and company policies.
- Provide guidance and support to team members on complex customer cases and escalations.
- Track and analyze collections performance metrics, including recovery rates, call quality, and operational efficiency.
- Prepare and review reports related to collections performance, aging accounts, and delinquency buckets.
- Ensure adherence to UK collections laws, guidelines, and compliance standards.
- Conduct regular team huddles, coaching sessions, and performance reviews to improve agent performance.
- Collaborate with operations, quality, and training teams to implement process improvements and best practices.
- Manage escalations and ensure customer issues are resolved in a timely and professional manner.
Qualifications
- Minimum 2 years of experience in collections operations with team handling experience.
- Mandatory experience in UK Banking / Financial Services / Collections accounts.
- Strong understanding of collections processes, delinquency bucket flows, and recovery strategies.
- Knowledge of collections terminologies, guidelines, and regulatory compliance related to UK financial services.
- Experience managing collections data, reports, and performance metrics.
- Excellent leadership, coaching, and performance management skills.
- Strong analytical and problem-solving abilities.
- Excellent communication and stakeholder management skills.
