Collection Team Lead

Roles & Responsibilities:

• Train, develop, mentor, and motivate the collections team to achieve targets.
• Maintain relevant information to support daily, weekly, and monthly performance monitoring using Dynamics, MS Excel, and other platforms.
• Ensure team compliance with company policies and procedures.
• Monitor payment trends and evaluate their impact on the collections portfolio; relay insights to management.
• Identify challenges and strategies for improving collections performance.
• Provide accurate information to support management decision-making and business strategies.
• Monitor team performance, conduct regular capacity reviews, and provide operational support to other functions.
• Provide coaching to all team members and closely monitor low performers.
• Develop, execute, and track collections and recovery strategies to drive operational efficiency.
• Design customer contact strategies based on segmentation to optimize engagement channels, timing, and frequency.
• Offer subject matter expertise in developing collections models.
• Deliver data-driven recommendations to senior management for performance optimization.
• Advise operations on volume and resource allocation across queues to ensure proper staffing.
• Analyze KPIs, perform trend analysis, and summarize root causes for senior management.
• Develop actionable recommendations for performance improvement.
• Oversee execution of key projects within the business unit.
• Collaborate with other departments to support process improvements.