Collections team manager

Role Overview

We are looking for a motivated and experienced Collections Team Manager to lead a high-performance team of Collections Agents. The successful candidate will be responsible for driving recovery rates, coaching and managing team members, and ensuring adherence to compliance and quality standards.

Key Responsibilities Lead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets. Monitor and analyse team performance using KPIs (kept rate, PTP, recovery rate, QC scores). Conduct regular performance discussions and implement development plans. Ensure adherence to quality control guidelines, compliance, and call scripts. Resolve escalated queries and customer issues effectively. Collaborate with leadership on process improvements and recovery strategies. Deliver consistent coaching, feedback, and training to drive agent performance. Support system and policy enhancements for improved collections efficiency. Requirements 3-5 years e...