Team Leader - Banking Collections

Description:

About the Role:

We are looking for an experienced Team Leader to lead a UK Collections team within a fast-paced BPS environment.

The ideal candidate will have a strong background in motor vehicle finance collections, credit control, or arrears management, along with proven experience in managing and motivating teams to deliver performance excellence while maintaining compliance and customer-centric standards.

Key Responsibilities:

Team Leadership & People Management:

- Lead, coach, and motivate a team of collection agents to meet individual and team 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.

- Drive adherence to company policies, process updates, and compliance standards.

- Track team KPIs including productivity, resolution rate, and call quality.

Collections & Process Management:

- Work with customers to identify and arrange sustainable repayment or settlement plans aligned with their financial circumstances.

- Perform credit control and arrears calling to negotiate repayment of outstanding balances.

- 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.

Required Skills & Experience:

- 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.