URGENT | Collections Team Lead with

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Brief Description

The Collections FLMs make sure that the needs of their customers are being taken care of. FLM may be required to work at various levels, from head office to the front-end of the business and in most cases will be:

• finding ways to improve collections efficiency and providing excellent customer experience

• managing a team of customer service staff

• handling face-to-face enquiries from customers

Responsibilities include:

• In charge of managing a team of debt collection experts who are responsible for collecting past due balances from customers within the stipulated time provided

• Assists collectors with all customer inquiries, regarding products, services, policies and procedures, customer issues, and escalated situations within stated authority.

• Maintains/reviews productivity reports and provides additional training/coaching to collectors, to ensure performance metrics are met and assist management with concerns.

• Provide leadership and administrative support to their team and manage them to achieve and constantly improve service levels based on forecast and capacity, meeting / achieving targets, achieve process improvement and focus on the people development of their team.

• Identifies trends in team performance and recommends/ implements change to constantly raise the Performance levels in the team.

• Conduct periodic 1-0-1 and Appraisals, do regular career counseling, train, and mentor resources.

• Share ideas with Management that positively influence the vision for the client by using their exposure to team's technical or business areas, their understanding of industry trends and fraud issues impacting the banking industry.

• Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process.

• Implement best-in-class processes and practices for maintaining and exceeding productivity and service level agreements.

• Ability to provide constructive feedback to his/her team members to ensure adherence to compliance and regulatory framework and help them improve their performance.

• Drive retentions through HR practices and people functions

• Meet all people management metrics: Responsible for Attrition, Time Management and other deliverables as required

Qualifications

Minimum qualifications

• Minimum 2 years as a Team Leader with experience in a Banking/ Financial services customer service environment (preferably credit card businesses)

• Should have handled at least Voice in his role of a Team Leader

• Exceptional operational, managerial, analytical, and interpersonal skills.

• Strong candidates may come from a background in operations in ITES/IT companies (operational excellence expertise in the form of yellow belt/ green belt or equivalent work exp. would be desirable).

• Good written and verbal communication skills

• Ability to negotiate over the phone during escalations.

• Should be flexible to work in rotational shifts and week offs

Preferred qualifications

• Experience in banking industry

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, s*x, ag*, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit Follow us on Twitter, Facebook, LinkedIn, and YouTube.