Team Leader/Technical

Recruitify_HR; Quezon City; On-site; PHP 536,517 - 563,301; Full time

Benefits offered by this job

Joining Bonus of 40K

Job summary

A recruitment agency is seeking a Team Leader for UK Financial Collections in Quezon City. This role requires strong BPO collections management experience, proficiency in handling a team of 15-20 individuals, and knowledge of the collections domain. Responsibilities include ensuring optimal performance, customer satisfaction, and effective coaching. Ideal candidates should possess a Bachelor's degree, with minimum two years in team handling and collection operations. The position offers a competitive salary, joining bonus, and onsite work setup.

Qualifications

• Minimum 2 years of experience in collection operations and team handling.
• Sound knowledge about collections domain and understanding of the process and bucket flows.
• Experience in collections team management and familiar with data and reports pertaining to collections.

Responsibilities

• Manage day-to-day coaching and management of 15-20 team members.
• Ensure customer financial needs are met by providing a best in class customer experience.
• Monitor interactions to ensure accurate information and compliance with practices.

Skills

BPO Experience

Team Management

Communication Skills

Knowledge of Collections Domain

Coaching Skills

Education

Bachelor's Degree

Job description

Job title: Team Leader

Account: UK Financial Collections

Work set up: 100% Onsite at Eton Centris, Quezon City

Work shift: Shifting schedules, UK time

Salary: Up to 48,075 basic + 2400 allowance depending on experience

• Joining Bonus of 40K

Start date: 30-Mar

Qualifications

• Bachelor's Degree
• BPO Experience is required.
• 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.
• Excellent communication & feedback/coaching skills.
• Experience in collections team management and familiar with the data and reports pertaining to collections.
• Understanding of collections terminologies, guidelines and laws.
• Not a job hopper.
• Must not be a present or former employee of Wipro.

Responsibilities

• Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverables.
• Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience.
• Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues.
• Works with management and team members to proactively identify, manage, and elevate risks which may impact the business.
• Monitors interactions to ensure team members are giving accurate information and following approved practices.
• Coaches and develops a positive and productive work environment and builds relationships with business partners.
• Utilizes reporting for business metrics to guide team member coaching and performance management.
• Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends actions to top level management for decisions outside authority level.
• Ensures capabilities and knowledge of team members keeps pace with customer expectations.
• Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.
• May perform budgetary analysis, reports or special project work as requested by business partners and senior management.
• Delivers what is promised in line with customer expectations.
• Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities.
• Must possess procedure driven judgment in order to find the best solution to an issue.
• Excelling in a fast‑paced, collaborative environment that requires accuracy, multitasking and effective communication.
• Should take escalation calls as needed/required.

Recruitment Process

• Initial Interview: HRI (Human Resource Interview) c/o Angela
• SVAR
• Final Interview: MS Teams

Pre-screening Questions

• How many years of relevant experience you have in collection operations and Team Handling?
• How many years of experience you have in collections team management and familiar with the data and reports pertaining to collections?
• Do you have Exposure to UK Banking / Collections?
• Do you have Understanding of collections terminologies, guidelines and laws?
• Do you have exposure to UK banking or collections experience in other verticals?
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you amenable to work onsite in QC with a Shifting schedules?
• When are you available to start once hired?