Team Leader – UK Financial Collections

Location: Quezon City, Philippines

Work Setup: 100% Onsite – Eton Centris, Quezon City

Schedule: Shifting schedule aligned with UK business hours

Employment Level: Mid-Level / Agent-Niche

Start Date: ASAP

Openings: 3

About the Role

We are looking for an experienced Team Leader – UK Financial Collections to lead a team supporting a UK financial collections operation in Quezon City.

The ideal candidate has hands-on experience managing teams within UK, US, or AU banking, financial services, or collections operations, with a strong understanding of collections processes, banking terminology, regulatory requirements, performance management, and collections reporting.

This role is suited for an experienced Collections Team Leader, Banking Team Leader, Financial Services Team Leader, BPO Team Leader, or Operations Team Leader who can drive team performance while maintaining high standards of customer service, compliance, and collections quality.

Key Responsibilities

Team Leadership & Performance Management

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• Lead, manage, and motivate a team of financial collections specialists.
  
• Set clear performance expectations and monitor individual and team results.
  
• Conduct regular coaching, feedback, and performance discussions.
  
• Identify performance gaps and implement appropriate coaching and improvement plans.
  
• Monitor attendance, productivity, quality, adherence, and other operational KPIs.
  
• Recognize high performers and develop team capability.
  
• Maintain a positive, accountable, and performance-driven team environment.
  

Financial Collections Operations

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• Oversee day-to-day collections activities and ensure adherence to established processes.
  
• Ensure agents understand and correctly apply collections procedures, banking terminology, policies, guidelines, and applicable regulations.
  
• Monitor collections performance across relevant bucket flows and account stages.
  
• Review account and collections data to identify trends, risks, and opportunities.
  
• Ensure appropriate handling of customer accounts and collections activities.
  
• Work with Quality, Training, and Operations teams to address recurring performance and process issues.
  

Reporting & Data Analysis

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• Review daily, weekly, and monthly collections reports.
  
• Analyze team performance and identify trends affecting collections results.
  
• Track key operational metrics and provide performance updates to management.
  
• Use data and reports to identify productivity, quality, and collections gaps.
  
• Prepare and communicate performance summaries and action plans.
  

Coaching & Continuous Improvement

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• Conduct structured coaching sessions based on performance data.
  
• Provide actionable feedback to improve agent productivity, quality, and customer interactions.
  
• Identify process gaps and recommend operational improvements.
  
• Support refresher training and targeted coaching where required.
  
• Partner with Training and Quality teams to improve overall team performance.
  

Required Qualifications

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• Bachelor's degree in any relevant field.
  
• Minimum 2 years of experience in collections operations and team leadership/people management.
  
• Experience supporting UK, US, or AU banking, financial services, or collections operations.
  
• Previous experience as a Team Leader, Collections Team Leader, Banking Team Leader, or BPO Operations Team Leader.
  
• Strong knowledge of banking and financial collections processes.
  
• Understanding of collections bucket flows, account stages, and collections performance metrics.
  
• Experience managing collections teams and reviewing collections reports and operational data.
  
• Good understanding of banking terminology, policies, guidelines, and applicable regulations.
  
• Strong numerical and analytical skills.
  
• Excellent verbal and written communication skills.
  
• Strong listening, coaching, problem-solving, and decision-making abilities.
  
• Proficiency in Microsoft Office, particularly Excel and PowerPoint.
  
• Ability to work effectively in a fast-paced contact center/BPO environment.
  
• Willingness to work 100% onsite in Quezon City.
  
• Willingness to work shifting schedules aligned with UK business hours.
  

Preferred Financial Services Experience

Candidates with experience in the following areas are highly encouraged to apply:

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• UK banking
  
• US banking
  
• AU banking
  
• UK financial services
  
• Debt collections
  
• Consumer collections
  
• Mortgage collections
  
• Mortgage servicing
  
• Auto finance / motor financing
  
• Car financing
  
• Loan operations
  
• Loan servicing
  
• Fraud operations
  
• Underwriting
  
• Loan payouts
  
• Credit operations
  
• Financial customer service
  
• Banking BPO operations
  

Experience in mortgage, auto/motor financing, or collections is particularly valuable.

Ideal Candidate Profile

The ideal candidate is someone who combines financial-services knowledge with proven people-management experience.

You should be able to:

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• Lead a team of collections agents.
  
• Understand and explain banking and collections processes.
  
• Interpret collections reports and performance data.
  
• Track team KPIs and operational metrics.
  
• Coach agents using data-driven feedback.
  
• Identify performance and process gaps.
  
• Understand collections bucket flows.
  
• Communicate effectively with Operations, Quality, and Training teams.
  
• Maintain compliance with banking and collections guidelines.
  
• Drive both productivity and quality.
  

Work Arrangement

100% Onsite – Eton Centris, Quezon City

Candidates must be amenable to:

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• Working onsite
  
• Shifting schedules
  
• UK business-hour alignment
  
• ASAP deployment
  

Important Hiring Requirements

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• Candidates should demonstrate stable employment history and relevant career progression.
  
• Candidates must have relevant banking, financial-services, or collections experience.
  
• General BPO team-lead experience without relevant financial-services or collections exposure will not be considered a strong match.
  

Recruitment Process

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1. Initial HR Interview
   
2. SVAR Assessment
   
3. Final Interview – Microsoft Teams
   

Pre-Screening Questions

Please provide the following information when applying:

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1.  How many years of relevant experience you have with anking operations and Team Handling UK/US?
2. Do you have Experience as a Team Lead experience under a financial (banking) account, with focus on mortgage, auto/motor financing, collections, fraud, underwriting, payouts, or related areas.
3. How much is your last drawn salary?
4. How much is your salary expectation?
5. Are you amenable to work onsite in QC with a Shifting schedules?
6. When are you available to start once hired?