(ACTIVE) Team Lead – UK Collections Operations | QC Onsite

Gratitude Philippines; Manila; On-site; PHP 800,000 - 1,000,000; Full time

Benefits offered by this job

PHP 2,400 monthly allowance

Onsite at Eton Centris

Job summary

Gratitude Philippines is seeking a results-driven Team Lead – UK Financial Collections to oversee a dedicated onsite team supporting an international banking account in Quezon City. You will drive performance, manage escalations, and ensure compliance with banking policies while meeting collection targets.

The ideal candidate has 2+ years in collections with team leadership and familiarity with UK, US, or Australian banking operations.

Qualifications

• Bachelor's degree preferred; undergraduates are welcome to apply.
• Minimum of 2 years in collections operations and team handling.
• Experience in UK, US, or Australian banking or collections operations.
• Prior Team Leader or supervisory experience in a financial services or banking account is strongly preferred.
• Exposure to mortgage collections, auto financing, fraud, underwriting, payouts, or related financial operations is an advantage.
• Good knowledge of banking terminology, collections processes, delinquency buckets, and account flows.
• Experience working with collections reports, operational data, and performance metrics.
• Understanding of relevant banking guidelines, collection procedures, and compliance requirements.
• Excellent verbal and written communication skills.
• Strong leadership, problem-solving, decision-making, and interpersonal skills.
• Ability to work in a target-driven environment and manage team performance effectively.
• Stable employment history is preferred.
• Willingness to work 100% onsite at Eton Centris, Quezon City, on shifting schedules aligned with UK time.

Responsibilities

• Lead and manage a team of collections associates to achieve collection targets and operational KPIs.
• Oversee daily collections activities for the UK financial services account.
• Monitor team productivity, recovery rates, delinquency levels, and collection performance.
• Analyze collection reports, aging reports, and delinquency bucket flows to identify performance gaps.
• Coach team members and provide regular feedback to improve productivity and service quality.
• Handle escalated customer issues and support the resolution of complex collection cases.
• Ensure adherence to banking policies, collection procedures, regulatory guidelines, and data privacy standards.
• Prepare and review performance reports and communicate operational results to management.
• Conduct performance reviews, identify training needs, and support employee development.
• Collaborate with internal teams to resolve operational challenges and improve process efficiency.
• Maintain accurate documentation and ensure consistent execution of collection strategies.

Skills

Leadership

Team management

Communication

Problem solving

Analytical skills

Education

Bachelor's degree preferred

Tools

MS Teams

Job description

Team Lead – UK Collections Operations | QC Onsite

Location: Eton Centris, Quezon City, Philippines

Work Setup: 100% Onsite
Work Schedule: Shifting schedules aligned with UK time
Experience Required: Minimum 2 years in collections operations and team handling
Salary: Up to 30% hike from last drawn salary, plus PHP 2,400 allowance, depending on experience
Start Date: ASAP
Headcount: 2 positions

Job Summary

We are hiring a results-oriented Team Leader – UK Financial Collections to oversee collections operations and lead a team supporting an international banking account. The ideal candidate should have relevant experience in UK, US, or Australian banking and collections, along with team handling experience and a strong understanding of financial services operations.

The role involves driving team performance, monitoring collections metrics, managing escalations, ensuring process compliance, and achieving operational targets while maintaining high customer service standards.

Key Responsibilities

• Lead and manage a team of collections associates to achieve collection targets and operational KPIs.

• Oversee daily collections activities for the UK financial services account.

• Monitor team productivity, recovery rates, delinquency levels, and collection performance.

• Analyze collection reports, aging reports, and delinquency bucket flows to identify performance gaps.

• Coach team members and provide regular feedback to improve productivity and service quality.

• Handle escalated customer issues and support the resolution of complex collection cases.

• Ensure adherence to banking policies, collection procedures, regulatory guidelines, and data privacy standards.

• Prepare and review performance reports and communicate operational results to management.

• Conduct performance reviews, identify training needs, and support employee development.

• Collaborate with internal teams to resolve operational challenges and improve process efficiency.

• Maintain accurate documentation and ensure consistent execution of collection strategies.

Qualifications and Requirements

• Bachelor's degree preferred; undergraduates are welcome to apply.

• Minimum of 2 years of relevant experience in collections operations and team handling.

• Experience in UK, US, or Australian banking or collections operations.

• Prior Team Leader or supervisory experience in a financial services or banking account is strongly preferred.

• Exposure to mortgage collections, auto financing, fraud, underwriting, payouts, or related financial operations is an advantage.

• Good knowledge of banking terminology, collections processes, delinquency buckets, and account flows.

• Experience working with collections reports, operational data, and performance metrics.

• Understanding of relevant banking guidelines, collection procedures, and compliance requirements.

• Excellent verbal and written communication skills.

• Strong leadership, problem-solving, decision-making, and interpersonal skills.

• Ability to work in a target-driven environment and manage team performance effectively.

• Stable employment history is preferred.

• Willingness to work 100% onsite at Eton Centris, Quezon City, on shifting schedules aligned with UK time.

• Must be available to join as soon as possible.

Salary and Benefits

• Salary increase of up to 30% over the last drawn salary, depending on experience.

• Additional PHP 2,400 allowance, subject to applicable terms.

• Opportunity to lead an international financial collections team.

Recruitment Process

1. Initial Human Resource Interview (HRI) with Angela.

2. SVAR assessment.

3. Final interview via Microsoft Teams.

Pre-Screening Questions

Candidates will be asked to confirm:

1. Total years of relevant banking operations, collections, and team handling experience.

2. Experience as a Team Leader in a financial or banking account, particularly in collections, mortgage, auto financing, fraud, underwriting, or payouts.

3. Last drawn monthly salary.

4. Expected monthly salary.

5. Willingness to work onsite at Eton Centris, Quezon City, on shifting schedules aligned with UK time.

6. Earliest possible joining date.

Ideal Candidate

The ideal candidate is a dependable collections professional with strong leadership skills, international banking exposure, and the ability to drive collection performance through effective coaching, reporting, and process management.

Application Instructions: Candidates meeting the experience requirements and willing to work onsite in Quezon City are encouraged to apply. Immediate joiners are preferred.