Team Lead - UK Banking Collections

PM Consulting; Philippines; On-site; PHP 3,387,000 - 5,080,000; Full time

Job summary

PM Consulting invites applications for a Team Lead – UK Banking Collections to oversee day-to-day collections operations and drive a high-performing team of collection specialists handling UK financial accounts.

The role requires hands-on UK banking and financial services experience, deep knowledge of collections processes, bucket flows, and regulatory compliance, with a focus on coaching, performance management, and timely resolutions.

Qualifications

• 2+ years of experience in collections operations with team handling
• Mandatory experience in UK Banking / Financial Services / Collections accounts
• Strong understanding of collections processes, delinquency bucket flows, and recovery strategies
• Knowledge of collections terminology, guidelines, and UK regulatory compliance
• Experience managing collections data, reports, and performance metrics
• Excellent leadership, coaching, and performance management skills
• Strong analytical and problem-solving abilities
• Excellent communication and stakeholder management skills

Responsibilities

• Lead, coach, and manage a team of collections specialists to achieve targets and KPIs
• Monitor daily operations for productivity, quality, and compliance with UK regulations
• Provide guidance on complex customer cases and escalations
• Track and analyze collections performance metrics, including recovery rates and efficiency
• Prepare reports on aging accounts and delinquency buckets
• Ensure adherence to UK collections laws and compliance standards
• Conduct regular team huddles, coaching sessions, and performance reviews
• Collaborate with operations, quality, and training to implement best practices
• Manage escalations and ensure timely, professional resolution

Skills

Leadership

Team coaching

Regulatory compliance

Stakeholder management

Analytical skills

Job description

About the job Team Lead - UK Banking Collections

We are seeking an experienced Team Lead – UK Banking Collections to oversee day-to-day collections operations and lead a team of collection specialists handling UK financial accounts. The role requires strong leadership, in-depth knowledge of the collections process, and the ability to drive team performance while ensuring compliance with UK banking regulations and collections guidelines.

The ideal candidate must have hands-on experience in UK banking, financial services, or collections operations and a strong understanding of collections processes, bucket flows, and regulatory requirements.

Key Responsibilities

Lead, coach, and manage a team of collections specialists to achieve performance targets and KPIs.

Monitor daily operations to ensure productivity, quality, and compliance with UK collections regulations and company policies.

Provide guidance and support to team members on complex customer cases and escalations.

Track and analyze collections performance metrics, including recovery rates, call quality, and operational efficiency.

Prepare and review reports related to collections performance, aging accounts, and delinquency buckets.

Ensure adherence to UK collections laws, guidelines, and compliance standards.

Conduct regular team huddles, coaching sessions, and performance reviews to improve agent performance.

Collaborate with operations, quality, and training teams to implement process improvements and best practices.

Manage escalations and ensure customer issues are resolved in a timely and professional manner.

Qualifications

Minimum 2 years of experience in collections operations with team handling experience.

Mandatory experience in UK Banking / Financial Services / Collections accounts.

Strong understanding of collections processes, delinquency bucket flows, and recovery strategies.

Knowledge of collections terminologies, guidelines, and regulatory compliance related to UK financial services.

Experience managing collections data, reports, and performance metrics.

Excellent leadership, coaching, and performance management skills.

Strong analytical and problem-solving abilities.

Excellent communication and stakeholder management skills.