Team Lead - UK Banking Collections

We are seeking an experienced Team Lead – UK Banking Collections to oversee day-to-day collections operations and lead a team of collection specialists handling UK financial accounts. The role requires strong leadership, in-depth knowledge of the collections process, and the ability to drive team performance while ensuring compliance with UK banking regulations and collections guidelines.

The ideal candidate must have hands-on experience in UK banking, financial services, or collections operations and a strong understanding of collections processes, bucket flows, and regulatory requirements.

Key Responsibilities

• Lead, coach, and manage a team of collections specialists to achieve performance targets and KPIs.

• Monitor daily operations to ensure productivity, quality, and compliance with UK collections regulations and company policies.

• Provide guidance and support to team members on complex customer cases and escalations.

• Track and analyze collections performance metrics, including recovery rates, call quality, and operational efficiency.

• Prepare and review reports related to collections performance, aging accounts, and delinquency buckets.

• Ensure adherence to UK collections laws, guidelines, and compliance standards.

• Conduct regular team huddles, coaching sessions, and performance reviews to improve agent performance.

• Collaborate with operations, quality, and training teams to implement process improvements and best practices.

• Manage escalations and ensure customer issues are resolved in a timely and professional manner.