Descrição da oferta de emprego

The Credit Collections Team Leader will build, develop, and lead a team of employees into a high performing team that meets or exceeds performance goals. Engage and develop your direct reports, foster an open collaborative environment where best practices are shared. The Credit Collections Team Leader will be responsible for leading the team to success on business results (Collections roll rate results and impact to Net Credit Loss) while building a highly engaged team that are ambassadors for our company values.

Core Duties

Review, communicate and coach to daily performance, quality, behaviour and attendance standards at the individual and team level. Utilize formal correction action procedures as required. (20%)

Schedule, prepare and lead the required number of 1:1 coaching and team learning sessions and stand-ups that are interactive, engaging and agent driven based upon developmental needs (20%)

Complete the required number of case/email/ phone quality reviews per teammate each month. Work cases and escalations as required. (20%)

Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines. (20%)

Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps. (20%)

Competencies

Customer Focus

Listening Developing

Direct Reports and Others

Time Management

Business Acumen

Dealing with ambiguity

Job Requirements

Strong communication skills in all formats (verbal, written) and ability to effectively communicate with teammates, peer supervisors, key stakeholders and department management

Ability to direct and motivate others and effectively delegate to achieve goals

Demonstrated ability to drive for results; Understand and articulate the impact of key metrics to teammate and department results.

Ability to recognize the need for and lead through change management initiates while maintaining and driving teammate engagement

Be comfortable working in an audit driven environment having a strong understanding of FCA guidelines (including recent published papers on “Vulnerable customers”, “Treating Customers Fairly” and “Persistent debt”).

Experience leading in a Credit Collections environment.

PayPal provides equal employment opportunity

Detalhes da vaga
Setor:
Financial service activities, except insurance and pension funding
Domínio profissional:
Financial and mathematical associate professionals
Área de estudo:
Business and administration
Experiência profissional:
Work experience is required
Duração da experiência profissional:
Up to 1 year
Competências linguísticas:
  • English
  • Fluent
Required skills:
Customer relationship management, Financial analysis
Intervalo salarial:
Not provided
Date of expiry:
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