About this role
As a Team Leader in the Collections | FOS department, you will play a crucial role in driving the team's performance and ensuring the successful recovery of debts. Your leadership skills will be instrumental in guiding and inspiring your team to achieve their targets and maintain high productivity levels. You will be responsible for overseeing the allocation of cases to the appropriate team members, sharing MIS reports, and actively leading the team to ensure a cohesive and motivated unit.
• Lead and motivate a team of collections professionals, fostering a positive and productive work environment. • Allocate cases to team members based on their skills and expertise, ensuring efficient case management. • Review and analyze MIS reports to identify areas of improvement and track team performance. • Set and monitor individual and team targets, providing regular feedback and support to ensure target achievement. • Conduct regular team meetings to discuss progress, challenges, and strategies for improvement. • Provide coaching and training to team members, enhancing their skills and knowledge in collections processes. • Ensure compliance with company policies and procedures, maintaining a high standard of professionalism. • Collaborate with other departments to resolve complex cases and ensure a seamless customer experience. • Stay updated with industry trends and best practices in collections, implementing innovative strategies. • Maintain accurate records and documentation, ensuring data integrity and confidentiality.
• Bachelor's degree in Business Administration, Finance, or a related field preferred. • Minimum of 3 years of experience in a collections or debt recovery role, with at least 1 year in a leadership position. • Strong leadership and team management skills, with the ability to motivate and inspire others. • Excellent communication and interpersonal skills, with the ability to build rapport and resolve conflicts. • Proficiency in Microsoft Office suite, especially Excel, for data analysis and reporting. • Knowledge of collections industry regulations and best practices is an asset. • Ability to work independently and manage multiple priorities in a fast-paced environment. • Analytical thinking and problem-solving skills, with a focus on continuous improvement. • Flexibility to adapt to changing work demands and a willingness to learn new skills. • A results-driven mindset with a track record of achieving targets and goals.