Team Leader – UK Financial Collections

Gratitude Philippines; Quezon; On-site; PHP 1,004,000 - 1,451,000; Full time

Job summary

Gratitude Philippines seeks an experienced Team Leader to manage and drive performance for a UK Financial Collections account, requiring strong leadership and in-depth banking operations knowledge. You will oversee daily operations, ensure service excellence, and support team development while complying with banking regulations and client requirements.

The role demands overseeing performance, coaching, and data-driven improvements, with an emphasis on achieving targets and fostering a

Qualifications

• Bachelor's degree in any discipline.
• 2+ years in Banking Operations with team handling for UK/US processes.
• 2-4 years Team Leader experience in Financial Services or Banking.
• Experience in Collections, Mortgage Operations, Auto financing, Fraud, Underwriting, Payouts, or related ops.
• Strong knowledge of banking processes, collections lifecycle and bucket flows.
• Experience managing collections teams and interpreting performance metrics.
• Strong communication, leadership, coaching and stakeholder management.
• Analytical and problem-solving abilities.

Responsibilities

• Lead, coach, and manage a team handling UK Financial Collections operations.
• Monitor team performance against productivity, quality, compliance, and collection targets.
• Drive operational excellence and ensure achievement of key business metrics.
• Conduct regular performance reviews, coaching sessions, and feedback discussions.
• Analyze collection trends, reports, and performance data to identify improvement opportunities.
• Ensure adherence to banking regulations, company policies, and client guidelines.
• Manage escalations and provide timely resolution to customer and operational issues.
• Support workforce planning, attendance management, and team scheduling.
• Collaborate with internal stakeholders to improve processes and operational efficiency.
• Prepare and present performance reports and business updates to management.
• Foster a positive and high-performance work environment.
• Drive continuous improvement initiatives to enhance collections effectiveness and customer experience.

Skills

Team Leadership

Banking Operations

UK Financial Collections

Coaching

Stakeholder Management

Performance Monitoring

Data Analysis

Education

Bachelor's Degree

Job description

Location: Eton Centris, Quezon City

Work Setup: 100% Onsite
Shift: Rotational / UK Shift
Employment Type: Full-Time
Experience Required: 2+ Years Team Lead Experience
Joining: Immediate / ASAP

About the Role

We are looking for an experienced Team Leader to manage and drive performance for a UK Financial Collections account. The ideal candidate should possess strong leadership capabilities, in-depth knowledge of banking operations and collections processes, and a proven track record of managing high-performing teams in a financial services environment.

This role requires overseeing daily operations, ensuring service excellence, achieving business targets, and supporting team development while maintaining compliance with banking regulations and client requirements.

Key Responsibilities

• Lead, coach, and manage a team handling UK Financial Collections operations.

• Monitor team performance against productivity, quality, compliance, and collection targets.

• Drive operational excellence and ensure achievement of key business metrics.

• Conduct regular performance reviews, coaching sessions, and feedback discussions.

• Analyze collection trends, reports, and performance data to identify improvement opportunities.

• Ensure adherence to banking regulations, company policies, and client guidelines.

• Manage escalations and provide timely resolution to customer and operational issues.

• Support workforce planning, attendance management, and team scheduling.

• Collaborate with internal stakeholders to improve processes and operational efficiency.

• Prepare and present performance reports and business updates to management.

• Foster a positive and high-performance work environment.

• Drive continuous improvement initiatives to enhance collections effectiveness and customer experience.

Required Qualifications

• Bachelor's Degree in any discipline.

• Minimum 2 years of experience in Banking Operations with Team Handling responsibilities for UK or US processes.

• 2-4 years of Team Leader experience within a Financial Services or Banking account.

• Strong experience in one or more of the following areas:

  • Collections

  • Mortgage Operations

  • Auto/Motor Financing

  • Fraud Operations

  • Underwriting

  • Payouts

  • Financial Services Operations

• Sound knowledge of banking processes, collections lifecycle, and bucket flows.

• Experience managing collections teams and interpreting collections reports and performance metrics.

• Strong understanding of banking terminology, compliance requirements, and industry regulations.

• Excellent communication, leadership, coaching, and stakeholder management skills.

• Strong analytical and problem-solving abilities.

Preferred Qualifications

• Experience supporting UK Financial Services clients.

• Exposure to performance management and workforce planning.

• Experience handling escalations and compliance-sensitive operations.

• Proven success in improving team productivity and collections performance.

Candidate Requirements

• Stable employment history with no frequent job changes.

• Strong leadership and people management experience.

• Willing to work onsite at Eton Centris, Quezon City.

• Comfortable working rotational schedules aligned with UK business hours.

• Must not be a current or former employee of Wipro.

Recruitment Process

1. Human Resource Interview (HRI)

2. SVAR Assessment

3. Final Interview (MS Teams)