Role: P2D Team Leader
Location: Cebu – Onsite
Schedule: Night Shift
Summary of Job Function
The Team Leader – Recovery is responsible for managing a team of Recovery Officers to ensure the achievement of collection targets while maintaining high-quality customer interactions. This role involves coaching, performance monitoring, and process improvement to maximize recovery and ensure compliance with company policies and regulatory standards.
Major Responsibilities
1. Financials & Performance Management
- Drive the team to achieve and exceed collection targets for assigned portfolios
- Monitor individual and team performance through KPIs and metrics
- Analyze reports and identify trends, gaps, and opportunities for improvement
- Implement action plans to improve collection efficiency and effectiveness
2. Team Leadership & Development
- Coach, mentor, and develop Recovery Officers to enhance performance
- Conduct regular performance reviews, feedback sessions, and team meetings
- Motivate team members to meet targets and maintain high engagement
- Identify training needs and coordinate learning interventions
3. Communication & Client Management
- Ensure all team members maintain professionalism, courtesy, and compliance in all communications
- Handle escalated client concerns and provide resolution strategies
- Ensure a consistent customer approach focused on retention and resolution
- Guide team in effective negotiation and influencing techniques
4. Process & Compliance
- Ensure strict adherence to company policies, legal requirements, and confidentiality standards
- Monitor quality of calls, documentation, and system updates
- Ensure accurate and timely documentation in POS/files
- Recommend process improvements to enhance productivity and compliance
5. Portfolio & File Management
- Oversee prioritization of collection files based on risk and recovery potential
- Ensure timely follow-ups and proper account handling
- Review and approve recommendations for legal action, third-party assignments, or credit bureau reporting
6. Product Knowledge & Training
- Maintain strong knowledge of all products and services
- Ensure team members are well-versed in policies, procedures, and financial products
- Conduct refresher sessions and knowledge-sharing activities
7. Reporting & Administration
- Prepare and present performance reports to management
- Track attendance, productivity, and other operational metrics
- Assist in workforce planning and scheduling
8. Personal & Professional Development
- Continuously update leadership and industry knowledge through training and workshops
- Promote a culture of continuous improvement within the team
9. Other Duties
- Perform additional tasks assigned by management
