Team Leader - UK Financial Collections (Centris, QC)

<h2>Work Setup: Onsite</h2><h2>Location: Centris, QC</h2><h2>Schedule: Shifting</h2><h2>Qualifications:</h2><ul>
<li>At least 2<em>nd</em>year college – No back subjects</li>
<li>Minimum of 2 years work experience collection operations and Team Handling</li>
<li>Exposure to UK/US/AU Banking / Collections</li>
<li>Sound Knowledge about collections domain and understanding of the process and bucket flows</li>
<li>Experience in collections team management and familiar with the data and reports pertaining to collections</li>
<li>Understanding of collections terminologies, guidelines and laws.</li>
</ul><h2>Responsibilities:</h2><ul>
<li>Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverables</li>
<li>Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience.</li>
<li>Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues</li>
<li>Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.</li>
<li>Monitors interactions to ensure that team members are giving accurate information and following approved practices.</li>
<li>Coaches and develops a positive and productive work environment and builds relationships with business partners.</li>
<li>Utilizes reporting for business metrics to guide team member coaching and performance management.</li>
<li>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.</li>
<li>Ensures capabilities and knowledge of team members keeps pace with customer expectations.</li>
<li>Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.</li>
<li>May perform budgetary analysis, reports or special project work as requested by business partners and senior management.</li>
<li>Delivers what is promised in line with customer expectations</li>
<li>Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities</li>
<li>Must possess procedure driven judgment in order to find the best solution to an issue.</li>
<li>Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication.</li>
<li>Should take escalation calls as needed/required.</li>
</ul>