The Team Leader – Collections is responsible for leading a team of Collection Agents to achieve delinquency reduction, payment targets, and compliance outcomes. The role focuses on people leadership, performance management, and ensuring consistent delivery against operational and regulatory expectations.

Based in South Africa, the role supports a UK Auto Finance client in a regulated environment

Responsibilities

• Lead and manage a team of Collections Agents and Senior Agents
• Drive team performance against delinquency, payment, quality, and productivity targets
• Ensure required customer contact strategies are followed
• Coach, develop, and performance-manage team members
• Monitor adherence to FCA regulations, CONC 7, Consumer Duty, and TCF
• Handle escalations and support resolution of complex customer issues
• Review MI and performance trends and implement improvement actions
• Support audits, quality reviews, and client requirements
• Ensure KPI delivery to target monthly