Job Description: Collections Team Leader (Connect BPS)

Job Overview

The Collections Team Leader is responsible for leading a high-performing collections team within a Connect BPS delivery environment, supporting a U.S.-based client portfolio. The role focuses on driving operational excellence, client satisfaction, and regulatory-compliant collections performance across mortgage or maintenance accounts.

This position plays a key role in bridging client expectations with operational delivery, ensuring KPIs, SLAs, and customer experience standards are consistently achieved. The Team Leader will cultivate a performance-driven, customer-centric culture aligned to Connect BPS values, while enabling continuous improvement and employee development.

Key Responsibilities

Operational & Performance Management

• Drive achievement of team KPIs, SLAs, and business outcomes aligned to client contractual requirements
• Monitor real-time and historical performance metrics to ensure consistent service delivery excellence
• Manage workforce planning (leave/absence, shrinkage) to maintain required coverage and productivity levels
• Ensure adherence to compliance frameworks (e.g., FDCPA) and internal governance standards

Client & Stakeholder Engagement

• Act as a key operational interface with the client, ensuring timely responses, reporting, and issue resolution
• Prepare for and support client engagements, reviews, and audits
• Execute actions arising from client feedback, projects, and continuous improvement initiatives
• Collaborate with Operations Leads and business stakeholders to drive value-added solutions and efficiencies

Coaching, Quality & Development

• Provide structured coaching and mentorship to advisors, with a strong focus on call flow improvement and collections effectiveness
• Conduct regular call listening and quality reviews to ensure adherence to quality standards and enhance customer experience (CSAT)
• Identify knowledge and skill gaps, implementing targeted development plans
• Drive Continuous Professional Development (CPD), succession planning, and career pathing within the team

Continuous Improvement & Change Management

• Promote a culture of continuous improvement, innovation, and accountability
• Identify and implement process optimization opportunities across workflows and systems
• Participate in and support BPS transformation initiatives and change programs
• Reintegrate learnings and best practices into day-to-day team activities

Reporting & Governance

• Deliver accurate and timely operational reporting (daily, weekly, monthly) in line with client and internal requirements
• Maintain strong attention to detail in data, performance tracking, and reporting accuracy
• Ensure compliance with Connect BPS operational standards and governance frameworks

Minimum Requirements

• Matric / NQF Level 4
• Minimum 2 years’ experience as a Team Leader managing international collections/retentions campaigns
• Experience within a BPO/BPS or outsourced service delivery environment preferred
• Ability to work U.S. shifts
• Strong understanding of FDCPA compliance requirements
• Proven ability to manage multiple systems and workflows in a fast-paced environment
• Strong analytical and problem-solving skills
• High attention to detail

Key Competencies & Skills

• Performance Coaching & People Development – Proven ability to uplift and transform team performance
• Client-Centric Mindset – Strong focus on delivering value and building trusted client relationships
• Operational Excellence – Deep understanding of BPS delivery models, KPIs, and service metrics
• Continuous Improvement – Ability to identify inefficiencies and implement sustainable solutions
• Communication & Stakeholder Management – Effective across all levels (agents to clients)
• Prioritization & Execution – Ability to manage competing priorities in a dynamic environment