Team Leader - Collections

About the role

We are seeking an experienced Team Leader to manage a high‑performing Collections team. In this role you will guide Portfolio Managers to meet service level agreements, recovery targets, and quality standards while collaborating closely with Operations and Client Success.

Key responsibilities

• Lead, coach, and develop a team of Portfolio Managers, enhancing capabilities in collections, negotiation, and customer engagement.
• Drive achievement of collections targets through consistent account coverage, follow‑ups, and effective portfolio management.
• Allocate files and balance workload to ensure timely action on new and existing accounts.
• Ensure all team activities comply with collections strategies, quality standards, and regulatory requirements.
• Identify performance gaps via call reviews and data insights, providing guidance on complex or non‑standard cases.

Required profile

• Proven leadership experience within collections or the credit industry.
• Demonstrated ability to deliver against KPIs, service levels, and financial targets.
• Strong coaching skills with a track record of improving team performance.
• Commercial awareness of collections environments and recovery drivers.
• Excellent communication skills to influence, challenge, and drive accountability.

Required skills

What we offer

• Hybrid work arrangement after initial training.
• Employee discounts, health and wellness initiatives, and 24/7 EAP support.
• Annual “Unplugged Day” and flexible cultural holiday swaps.
• Opportunities to work with multiple clients and operational models.