Senior Collections Team Leader
Core
Lead a multi-channel collections team serving US and UK customers to drive business outcomes while maintaining a customer-first culture and compliance.
Role type
Senior IC Collections Team Leader
Builds
Collections operations across outbound dialer, inbound calls, SMS, WhatsApp, web chat, and email channels
Domain
Financial services / Credit card and SME lending
Deliverable
client delivery
Required skills
Multi-channel collections management, team coaching and mentoring, regulatory compliance (GDPR, FCA, insolvency), data analysis for performance and risk, stakeholder negotiation, technology and AI adoption in collections
Preferred skills
Experience in UK and US markets, experience with debt sale and risk resolution workstreams, understanding of AI support in regulated environments
Technologies
Outbound dialer, inbound call systems, SMS, WhatsApp, web chat, email platforms, data analytics tools
Responsibilities
Support and develop a team of Team Leaders and agents through coaching and mentoring; build a customer-first culture ensuring fair outcomes and compliance; work with data to understand performance and spot risks; oversee specialist workstreams including debt sale and risk resolution; manage multi-channel, shift-based team serving US and UK customers
Seniority
Senior, hands-on IC
