Team leader

18 hours ago

Pune, India 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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