Senior Group Lead, UK Banking Collections & Performance

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

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.