Collections Team Leader

Job Description

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : High School Diploma Travel Percentage : 0% About the Team: Our Collections team is part of the Global Revenue Merchants Operations and provide support to our Global Business customers, managing accounts with a strong focus on cash collection and aged debt clearance. Youll be part of a high performing, fast-paced teamwho always strive to exceed cash and quality targets whilst operating in line with FCA, DPA and Banking Code Regulations. What youll be doing: We are looking for a Team Leader to join a strong and high performing team based in Manchester. You will manage team of collections and recoveries agents. The team are responsible for the management of incoming queries from internal & external teams. Typically,the team receives around 1,500 queries per month requiring extensive research at times and responses to assist in the clearing of outstanding debt. We will look to you to motivate and energise your team to exceed their targets, you will also play a key role in the delivery of initiatives forming part of our Global Collections roadmap.

• Manage a team of collections and recoveries agents. Develops, leads, manages and motivates staff
• Developing and leading on collections strategy. Delivering and monitoring new processes.
• Monitors staff performance works with Human Resources on issues and works with employees to implement goals and document progress.
• Problem solving and collaborating with internal and external stakeholders, to increase teamefficiency.
• Producing and presenting monthly MI to senior managers.
• Manage day to day relationships with external debt collection agencies.
• Oversee litigation for UK and none UK merchants. Working with the legal team to ensure the correct processes are being adhered to.
• Developing and mentoring staff, recognising high performers and motivating them to succeed.

• Ensure that all aspects of regulatory compliance and internal FIS processes are adhered to and excellent customer service is consistently achieved
• Adhoc change requests & projects & Identify areas for improvement
• Creating and occasional delivery of training
• Manage and be point of contact for key projects/change within the team

What youll bring:

• Experience within Collections and/or Recoveries
• Experience managing people
• An understanding of how to coach, mentor and inspire people from a wide range of backgrounds
• Excellent communication skills, with natural interpersonal and leadership skills with a high degree of self-awareness, confidence and resilience
• Great attention to detail, and ability to use technology in the workplace
• Experience of operational/call centre KPIs including forecasting and capacity planning
• A collaborative and inclusive approach to how you work within a team
• The ability to be hands on and roll your sleeves up when required
• the personality to be comfortable working alone and also in large groups

Added bonus if you have:

• Experience in managing and running projects

Privacy StatementFIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice . Sourcing ModelRecruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsiblefor any related fees for resumes submitted to job postings, our employees, or any other part of our company. #pridepass