Job Description

Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

͏

Experience:

• Min 2 years of work experience in collection operations and handling larger group people as a Senior TL
• Experience in handling/managing junior TLs while working as Sr TL
• Team Handling
• Exposure to UK Banking / Collections

Essential Skills:

• Sound Knowledge about collections domain and understanding of the process and bucket flows
• Experience in collections team management and familiar with the data and reports pertaining to collections
• Understanding of collections terminologies, guidelines and laws.
• Should have manage Jr TL's and if have lead the team of TL's will be handy,
• Client facing , understand KPI and SLA's and client facing and  have lead WBR and other activities for the business unit
• Excellent oral and written communication and listening skills
• Customer centric
• Attention to details
• Computer Savy - MS office & Internet
• Handles contacts with our customers in a polite and friendly way, instilling customer confidence
• Willingness to work in shifts
• Must possess good verbal and written communication skills
• Courteous, with strong customer service orientation
• Dependable, with proficient attention to detail
• Must be goal oriented
• Possess insight into self and others.

͏

Responsibilities:

• Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverables
• Will lead the larger group people to drive performance
• will be reponsible some the activites for the account ( EWS, Driving engament, creating R&R pack, WBR and driving overall performance for the larger group of people )
• Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience
• Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues
• Works with management and team members to proactively identify, manage, and escalate risks which may impact the business
• Monitors interactions to ensure that team members are giving accurate information and following approved practices
• Coaches and develops a positive and productive work environment and builds relationships with business partners
• Utilizes reporting for business metrics to guide team member coaching and performance management.
• Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.
• Ensures capabilities and knowledge of team members keeps pace with customer expectations
• Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations
• May perform budgetary analysis, reports or special project work as requested by business partners and senior management.
• Delivers what is promised in line with customer expectations
• Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities
• Must possess procedure driven judgment in order to find the best solution to an issue.
• Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication.
• Should take escalation calls as needed/required.