Senior Group Lead - UK Financial Customer Service (Quezon City)

About this role

Work Setup: Onsite
Location: Eton Centris, Quezon City
Schedule: Shifting, UK time
Start Date: ASAP

Educational Requirement:

• Graduate of Bachelor's Degree

Work Experience:

• Minimum 2 years of work experience in collection operations and handling larger group people as Senior TL and it would be handy if already managed junior TL while working as Sr TL and Team Handling.

• Exposure to UK Banking / Collections

• 4 to 6 years of banking contact center experience

• 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.

Key Responsibilities:

• Leadership & Mentorship: Lead, motivate, and develop team members, fostering a culture of collaboration, accountability, and continuous learning.

• Operational Excellence: Manage daily workflows, assign tasks, and implement process improvements to enhance productivity.

• Performance Management: Monitor, analyze, and report on key performance indicators (KPIs) to ensure targets are met.