Team Leader - UK Financial Collections (Centris, QC)

Tasq Work; Quezon City; On-site; PHP 350,000 - 600,000; Full time

Job summary

Tasq Work is seeking a seasoned Collections Team Lead in Centris, QC (Onsite). The role requires at least two years in collections operations with proven team handling, and exposure to UK/US/AU banking collections. You will supervise 15–20 associates, drive SLA/KPI delivery, coach staff, and manage risk and reporting to ensure top‑tier customer outcomes.

The position emphasizes process discipline, escalation management, and building a productive work environment in a fast-paced BPO setting.

Qualifications

• 2nd year college with no back subjects is required.
• Minimum 2 years work experience in collection operations and team handling.
• Exposure to UK/US/AU Banking / Collections.
• Sound knowledge about collections domain and understanding of processes and bucket flows.
• Experience in collections team management and familiarity with data and reports for collections.
• Understanding of collections terminologies, guidelines and laws.

Responsibilities

• Manage 15-20 team members handling customer inquiries or issues.
• Coach and mentor team to meet SLA, KPIs, and project deliverables.
• Monitor interactions to ensure accuracy and adherence to approved practices.
• Identify and escalate risks; work with management on action plans.
• Develop a positive, productive work environment and relationships with partners.
• Utilize reporting to drive coaching and performance management.
• Handle budgeting analysis or special projects as requested by partners.
• Ensure capability and knowledge keep pace with customer expectations.
• Assist in performance evaluations and training staff.
• Take escalation calls as needed and ensure timely resolutions.

Skills

Collections operations

Team handling

UK banking

US banking

AU banking

Collections knowledge

Collections reports

Team management

Terminology understanding

Education

2nd year college

Job description

Work Setup:

Onsite

Location:

Centris, QC

Schedule:

Shifting

Qualifications:

• At least 2nd year college – No back subjects
• Minimum of 2 years work experience collection operations and Team Handling
• Exposure to UK/US/AU 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.

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 that 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 action 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.