Senior Group Lead – UK Banking Collections

The HIRD Corp.; Quezon City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

The HIRD Corp. in the Philippines is seeking an experienced Senior Group Lead to oversee collections operations for its UK Financial Services account. You will lead Senior Team Leaders and large teams, ensuring targets are met and operations run efficiently.

The ideal candidate brings 4–6 years in banking contact center operations, at least 2 years leading large teams, and strong performance management, reporting, and compliance knowledge. UK collections experience is highly preferred.

Qualifications

• Bachelor's degree required.
• 4–6 years in banking contact center operations.
• 2+ years leading large teams as Senior Team Leader or similar role.
• Experience managing Junior Team Leaders or Team Leaders preferred.
• Strong knowledge of collections processes, terminology, and guidelines.
• UK banking or collections experience is preferred.
• Proven people management, performance monitoring, and reporting skills.

Responsibilities

• Oversee collections operations and ensure achievement of business targets.
• Lead and manage Senior Team Leaders, Team Leaders, and large operational teams.
• Monitor KPIs, SLAs, and overall team performance.
• Analyze collections data to identify improvement opportunities.
• Ensure compliance with policies, regulations, and guidelines.
• Lead client-facing discussions, WBRs, and performance meetings.
• Develop and implement strategies to improve collections efficiency and customer experience.
• Collaborate with internal stakeholders and clients to address challenges and meet objectives.

Skills

Team leadership

People management

Performance monitoring

Operational reporting

UK banking/collections

Education

Bachelor's degree

Job description

Job Description

We are looking for an experienced Senior Group Lead to oversee collections operations for its UK Financial Services account. The ideal candidate will have a strong background in banking collections, team leadership, and performance management, with experience leading Team Leaders and large operational teams.

Qualifications

• Bachelor's degree graduate.

• At least 4-6 years of experience in banking contact center operations.

• At least 2 years of experience in collections operations and managing large teams in a Senior Team Leader or similar leadership capacity.

• Experience managing Junior Team Leaders or Team Leaders is highly preferred.

• Strong knowledge of collections processes, including collection buckets, terminologies, and applicable guidelines.

• Experience in UK Banking or Collections is preferred.

• Proven experience in people management, performance monitoring, and operational reporting.

Key Responsibilities

• Oversee collections operations and ensure the achievement of business targets.

• Lead and manage Senior Team Leaders, Team Leaders, and large operational teams.

• Monitor key performance indicators (KPIs), service level agreements (SLAs), and overall team performance.

• Analyze collections reports, operational data, and account performance to identify improvement opportunities.

• Ensure compliance with collections policies, procedures, applicable regulations, and industry guidelines.

• Lead client-facing discussions, Weekly Business Reviews (WBRs), and other business performance meetings.

• Develop and implement strategies to improve collections efficiency, productivity, and customer experience.

• Collaborate with internal stakeholders and clients to address operational challenges and achieve business objectives.

Recruitment Process

1. Initial Human Resource Interview (HRI)

2. SVAR Assessment

3. Final Interview via MS Teams