Team Lead, Collections
Core
Lead a frontline collections team managing delinquent credit card and retail banking accounts, balancing recovery performance with fair client experiences.
Role type
Senior IC team lead (collections)
Builds
Delinquency recovery outcomes for credit card and retail banking portfolios
Domain
Financial services / Collections
Required skills
Team leadership, delinquency management, Canadian collection regulations, operational process optimization, data analysis, negotiation, conflict resolution, coaching
Preferred skills
External agency coordination, AI/automation tools adoption, bilingual French/English
Technologies
Zendesk, Workato, AI-powered call transcription, automated quality scoring, real-time agent-assist platforms
Responsibilities
Manage daily collection queues and outreach activities, monitor delinquency trends and allocate team capacity, handle escalated complex cases involving financial hardship and insolvencies, oversee external collection agency partners, analyze queue-level data to identify trends, coach and develop Collections Specialists, audit client interactions for regulatory compliance, identify operational bottlenecks and improve workflows
Seniority
Senior, hands-on IC