Collections Team Leader

Role Overview

This role centres on the daily supervision and operational management of a team of Collections Account Managers (ACMs), serving as the key link between individual contributors and senior leadership. You will ensure that collection activities are executed consistently, efficiently, and fairly while fostering a team culture that balances performance targets with employee well-being. By aligning daily workflows with broader departmental goals, you help maintain healthy portfolio delinquency and a positive customer experience.

Key Responsibilities

• Translate strategic objectives from senior management into clear, actionable daily targets for the collections team, and track progress against those targets in real time.
• Actively lead and coordinate the team’s day‑to‑day work streams, stepping in to resolve operational bottlenecks and reallocate tasks as priorities shift.
• Embed a “Treating Customers Fairly” ethos across all collection activities, ensuring every interaction respects customer circumstances and regulatory expectations.
• Monitor workload distribution, verify that ACMs complete administrative tasks accurately and on schedule, and maintain documentation standards.
• Deliver on‑the‑job coaching and structured training to individual team members, addressing skill gaps and reinforcing effective collection techniques.
• Proactively track repayment performance, delinquency trends, and customer feedback for the assigned portfolio, and escalate anomalies to senior management when needed.
• Identify early signs of conflict or friction within the team, facilitate constructive discussions, and implement solutions that preserve morale and productivity.
• Recognise strong performance through timely acknowledgment, provide regular constructive feedback, and support professional growth through development plans.

Requirements & Qualifications

• At least three years of hands‑on experience in a leadership or supervisory role, ideally within a collections or customer‑facing environment.
• Demonstrated ability to work effectively under pressure, managing multiple competing deadlines and shifting priorities without sacrificing quality.
• Proficient in Microsoft Office (Excel, Word, Outlook) and comfortable using collections‑specific or CRM software to track performance data.
• Solid understanding of industry best practices and current trends in team management, particularly within financial services or debt recovery.
• Strong communication and interpersonal skills, with the ability to mediate, motivate, and influence a diverse team.
• Excellent organisational and analytical skills, enabling sound decision-making based on portfolio metrics and team performance indicators.
• A bachelor’s degree or diploma in a relevant field (e.g., business, finance, or management) is preferred but not mandatory.