Team leader - Collections

Role Overview: As a Team Leader for a UK Collections team within a fast-paced BPS environment, you will be responsible for leading and motivating a team to achieve collection targets while ensuring compliance and customer-centric standards. Your background in motor vehicle finance collections, credit control, or arrears management will be essential in this role. Key Responsibilities: - Lead, coach, and motivate a team of collection agents to meet targets for collections, quality, and compliance. - Conduct regular 1-on-1s, performance reviews, and feedback sessions. - Manage daily workflows, queue allocation, and escalations efficiently. - Foster a positive work culture focused on accountability, learning, and collaboration. - Ensure adherence to company policies, process updates, and compliance standards. - Track team KPIs including productivity, resolution rate, and call quality. Collections & Process Management: - Conduct detailed income and expenditure analysis to assess affordability. - Identify and manage vulnerable customers with care and apply forbearance where appropriate. - Ensure all processes align with FCA regulations, Consumer Credit Act, GDPR, and internal risk frameworks. - Oversee financial adjustments including credit amendments, fee reversals, and forbearance measures. - Escalate complex or high-risk cases in line with governance and risk-management procedures. - Maintain accurate documentation and system updates for all customer interactions. Continuous Improvement & Reporting: - Analyze collection trends and identify improvement opportunities in scripts, strategy, or training. - Collaborate with quality and training teams to enhance process efficiency and compliance. - Provide periodic reports on team performance, risk metrics, and portfolio recovery. Qualification Required: - Graduate in any discipline. - 5-8 years of total experience in UK Collections, Credit Control, or Arrears Management, with at least 1 year in a Team Lead capacity. - Expertise in motor-vehicle finance or consumer credit preferred. - Strong understanding of FCA regulations, Consumer Credit Act, GDPR, insolvency procedures, and customer vulnerability protocols. - Excellent communication, negotiation, and analytical skills. - Proficient in MS Office, reporting tools, and CRM systems. - Ability to handle multiple priorities, work under tight timelines, and deliver results.,