Team leader

2 weeks ago

Pune, India Selections HR Services Private Limited Full time

About the RoleWe 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 ResponsibilitiesTeam 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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