Team Lead (Collections)

Wipro; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Wipro Limited in Philippines seeks an experienced Collections Team Lead to manage a dynamic team handling UK banking accounts. You will oversee processes, ensure quality, and coordinate with stakeholders to meet service levels.

The role requires 2+ years in collections, strong communication, and a customer-centric approach, with willingness to work in shifts and deliver results in a fast-paced environment.

Qualifications

• Min 2 years of work experience in collection operations and Team Handling.
• Exposure to UK Banking / Collections and knowledge of collection processes.
• Experience in collections team management and familiarity with data and reports.
• Strong written and verbal communication skills; customer centric and detail oriented.

Responsibilities

• Coordinate with internal and external stakeholders to ensure compliance and quality in delivery for accounts.
• Interact with the client manager to communicate progress against account plan and delivery.
• Participate in monthly review meetings with Account Delivery leadership.
• Drive quality improvements and manage escalations to resolutions.

Skills

Team management

Collections domain knowledge

Customer communication

Shift flexibility

Attention to detail

Customer courtesy

MS Office

Tools

MS Office

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

• Min 2 years of work experience in collection operations and Team Handling
• Exposure to UK Banking / Collections
• 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.
• Excellent oral and written communication and listening skills
• Customer centric
• 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.

Effective Team Management:

• Resourcing
  • Hire adequate and right resources for the team
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition
  • Drive diversity in leadership positions
• Performance Management
  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team

Job Description

Stakeholder Interaction & Management:

• Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
• Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
• Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
• Work with quality team to ensure the quality improvements as per the delivery standards of the contract
• Provide timely assistance in case of an escalation and support resolution of escalations/ issues

Mandatory Skills: Mortgage(Originations).Experience: 1-3 Years.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at [e-mail] . Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at [e-mail] .

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.