Team leader

1 day ago

Pune Maharashtra India, Maharashtra Selections HR Services Private Limited Full time

About the Role

We are looking for an experienced Team Leader to lead a UK Collections team within a fast-paced BPS environment. The ideal candidate will have a strong background in motor vehicle finance collections, credit control, or arrears management, along with proven experience in managing and motivating teams to deliver performance excellence while maintaining compliance and customer-centric standards.

Key Responsibilities

Team Leadership & People Management

  • Lead, coach, and motivate a team of collection agents to meet individual and team targets for collections, quality, and compliance.
  • Conduct regular 1-on-1s, performance reviews, and feedback sessions.
  • Manage daily workflows, queue allocation, and escalations efficiently.
  • Foster a positive work culture focused on accountability, learning, and collaboration.
  • Drive adherence to company policies, process updates, and compliance standards.
  • Track team KPIs including productivity, resolution rate, and call quality.

Collections & Process Management

  • Work with customers to identify and arrange sustainable repayment or settlement plans aligned with their financial circumstances.
  • Perform credit control and arrears calling to negotiate repayment of outstanding balances.
  • Conduct detailed income and expenditure analysis to assess affordability.
  • Identify and manage vulnerable customers with care and apply forbearance where appropriate.
  • Ensure all processes align with FCA regulations, Consumer Credit Act, GDPR, and internal risk frameworks.
  • Oversee financial adjustments including credit amendments, fee reversals, and forbearance measures.
  • Escalate complex or high-risk cases in line with governance and risk-management procedures.
  • Maintain accurate documentation and system updates for all customer interactions.

Continuous Improvement & Reporting

  • Analyze collection trends and identify improvement opportunities in scripts, strategy, or training.
  • Collaborate with quality and training teams to enhance process efficiency and compliance.
  • Provide periodic reports on team performance, risk metrics, and portfolio recovery.

Required Skills & Experience

  • Graduate in any discipline.
  • 5–8 years of total experience in UK Collections, Credit Control, or Arrears Management, with at least 1 year in a Team Lead capacity.
  • Expertise in motor-vehicle finance or consumer credit preferred.
  • Strong understanding of FCA regulations, Consumer Credit Act, GDPR, insolvency procedures, and customer vulnerability protocols.
  • Excellent communication, negotiation, and analytical skills.
  • Proficient in MS Office, reporting tools, and CRM systems.
  • Ability to handle multiple priorities, work under tight timelines, and deliver results.

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