UK Credit Collections Team Leader PayPal
The Credit Collections Team Leader will build, develop, and lead a team of employees into a high performing team that meets or exceeds performance goals. Engage and develop your direct reports, foster an open collaborative environment where best practices are shared. The Credit Collections Team Leader will be responsible for leading the team to success on business results (Collections roll rate results and impact to Net Credit Loss) while building a highly engaged team that are ambassadors for our company values.
Core Duties
Review, communicate and coach to daily performance, quality, behaviour and attendance standards at the individual and team level. Utilize formal correction action procedures as required. (20%)
Schedule, prepare and lead the required number of 1:1 coaching and team learning sessions and stand-ups that are interactive, engaging and agent driven based upon developmental needs (20%)
Complete the required number of case/email/ phone quality reviews per teammate each month. Work cases and escalations as required. (20%)
Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines. (20%)
Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps. (20%)
Competencies
Customer Focus
Listening Developing
Direct Reports and Others
Time Management
Business Acumen
Dealing with ambiguity
Job Requirements
Strong communication skills in all formats (verbal, written) and ability to effectively communicate with teammates, peer supervisors, key stakeholders and department management
Ability to direct and motivate others and effectively delegate to achieve goals
Demonstrated ability to drive for results; Understand and articulate the impact of key metrics to teammate and department results.
Ability to recognize the need for and lead through change management initiates while maintaining and driving teammate engagement
Be comfortable working in an audit driven environment having a strong understanding of FCA guidelines (including recent published papers on “Vulnerable customers”, “Treating Customers Fairly” and “Persistent debt”).
Experience leading in a Credit Collections environment.
PayPal provides equal employment opportunity
