Team Lead - UK Collections & Credit Control

- Experience: 6+ Years

- Location: Pune

- Shifts: UK Shift

Role Summary:

- We are seeking a high-caliber Team Lead for our UK Collections and Credit Control operations.

- In this role, you will be responsible for supervising risk within defined appetite metrics while leading a high-performing team to deliver fair customer outcomes.

- You will oversee the negotiation of outstanding arrears, ensuring all payment plans are sustainable and aligned with the customers' financial circumstances.

- This position requires a deep understanding of UK Collections standards, Credit Bureau reporting, and the ability to apply forbearance strategies for vulnerable customers.

- As a technical leader, you will perform detailed Income & Expenditure (I&E) assessments to ensure affordability and regulatory compliance, keeping the customer at the heart of every decision.

Responsibilities:

- Risk Supervision: Identify, manage, and supervise risk within defined risk appetite metrics and organizational risk frameworks.

- Team Leadership: Lead and mentor a team of collections specialists, monitoring performance and ensuring adherence to UK shift requirements.

- Sustainable Debt Recovery: Negotiate repayment of outstanding arrears by arranging sustainable payment plans that match the customer's current financial situation.

- Affordability Assessment: Complete comprehensive Income & Expenditure (I&E) reviews with customers to assess affordability and agree on fair resolutions.

- Vulnerability Management: Act with due care when a customer is identified as being vulnerable, ensuring appropriate forbearance and support are applied.

- Strategic Resolution: Identify a variety of customer types and make key decisions on the most appropriate resolution path, ensuring a "customer-first" approach.

- Regulatory Compliance: Ensure all team day-to-day processes "Treat Customers Fairly" (TCF) and consistently deliver fair customer outcomes.

- Relationship Management: Build strong rapport and professional relationships with both colleagues and customers within a collaborative team environment.

- Continuous Improvement: Continually develop product knowledge and professional skills by studying relevant training materials and UK credit guidelines.

- Credit Bureau Liaison: Oversee the accuracy of data reported to Credit Bureaus and manage disputes or inquiries related to credit files.

Technical Requirements:

- Domain Expertise: 6+ years of experience in UK Collections and Credit Control operations.

- Team Management: Proven experience in team handling, supervising collections agents, and managing performance metrics.

- Risk Literacy: Strong understanding of risk frameworks and the ability to manage risk within defined metrics.

- Financial Analysis: Expertise in completing Income & Expenditure (I&E) assessments and affordability modeling.

- Industry Knowledge: Familiarity with UK Credit Bureau processes and the regulatory landscape governing UK debt recovery.

- UK Shift Proficiency: Ability to work effectively during UK business hours to ensure maximum customer contact and team oversight.

Preferred Skills:

- Negotiation Excellence: Advanced ability to negotiate alternative options of resolution for complex or high-value arrears cases.

- Empathetic Leadership: Exceptional skill in identifying vulnerable customers and applying sensitive forbearance measures.

- Communication Mastery: Strong verbal and written communication skills to build rapport with diverse UK-based customers.

- Analytical Problem Solving: Ability to deconstruct complex financial scenarios and identify sustainable resolution paths.

- Self-Development Mindset: A proactive approach to learning new product information and staying updated on UK collections trends