Team Leader Collections

Role & responsibilities

Business Delivery

• Provide coaching, feedback, and training to improve team skills and efficiency.
• Ensure compliance with US collections laws and regulations, including FDCPA.
• Handle escalated accounts or customer disputes requiring managerial intervention
• Conduct regular team meetings to communicate company objectives, changes, and updates.
• Oversee day-to-day operations, ensuring that the team adheres to deadlines and company processes.
• Ensure that operational processes are performed according to standard operating procedures (SOPs).
• Monitor the team's progress and performance to ensure collection targets are met.
• Identify operational bottlenecks and recommend solutions to improve efficiency.
• Continuously assess and identify opportunities for process improvements and operational efficiencies.
• Collaborate with other departments to streamline operations and enhance service delivery.
• Ensure compliance with company policies, quality standards, and safety regulations.
• Track key performance indicators (KPIs) and operational metrics to measure the success of the team and

report on performance.

• Prepare regular reports for senior management on operational performance and issues.
• Address under performance and implement corrective actions when necessary

Team Management

• Directing, leading and motivating workforce; imparting continuous job training for accomplishing

greater operational effectiveness / efficiency.

• Drive/Create an inclusive, transparent, and collaborative culture in the teams.• Drive long term talent strategy for the organization, including talent engagement,succession plan

at all levels, development, and retention to ensure higher retention rate of employees.

Preferred candidate profile

• Team Leader on papers as for at least 1 year in US third party collections process.

• Proven experience in operations management or team leadership role.

• Experience in managing a team in a fast-paced environment.

• Demonstrated success in meeting operational targets and driving improvements

• Proven experience in US collections, preferably with great knowledge of collection pyramid.

• Strong leadership and team management skills.

• Excellent communication, negotiation, and problem-solving abilities.

• Knowledge of US debt collection regulations (FDCPA, state laws).

• Ability to analyze data and generate actionable insights.

• Experience with collections software and reporting tools