Team Leader - UK Financial Collections (Centris, QC)

Work Setup: Onsite Location: Centris, QC Schedule: UK TIME / PH MID-SHIFT Qualifications: - At least 2nd year college – No back subjects - Minimum of 2 years work experience collection operations and Team Handling - Exposure to UK/US/AU Banking / Collections - Sound Knowledge about collections domain and understanding of the process and bucket flows - Experience in collections team management and familiar with the data and reports pertaining to collections - Understanding of collections terminologies, guidelines and laws. Responsibilities: - Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverables - Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience. - Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues - Works with management and team members to proactively identify, manage, and escalate risks which may impact the business. - Monitors interactions to ensure that team members are giving accurate information and following approved practices. - Coaches and develops a positive and productive work environment and builds relationships with business partners. - Utilizes reporting for business metrics to guide team member coaching and performance management. - Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level. - Ensures capabilities and knowledge of team members keeps pace with customer expectations. - Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations. - May perform budgetary analysis, reports or special project work as requested by business partners and senior management. - Delivers what is promised in line with customer expectations - Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities - Must possess procedure driven judgment in order to find the best solution to an issue. - Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication. - Should take escalation calls as needed/required.