Operations Team Lead Collections

• The Team Lead leads a functional team of Care and/or Collections associates that support various channels of card member inquiries. As a Team Lead, they ensure proper procedures are completed and respond to requests are accurate to minimize regulatory and procedural compliance risk.
• The Team Lead ensures that Client SLAs and productivity goals are met and may resolve requests requiring elevated security and ensures that associates have positive interactions with customers. In addition, this role is responsible for delivering against a number of KPIs inclusive of both production and quality metrics.
• The Team Lead communicates gaps with processes to the Manager along with participating in the resolution.

Essential Job Functions

• Quality Management - Executes and provides support of quality monitoring that is critical to driving a high level of quality assurance for business units operating within our Care Centers. The position will also provide oversight in managing escalated appeals, internal audits, and calibration activities, while also supporting the monitoring targets and meeting the established performance standards. Leads with review and approval of scoring guidelines within the NICE/Nexidia system which will include design, development, and consultation of new and existing controls and monitoring activities
• Strategic Leadership - Activate and evolve the departmental strategic initiatives to strengthen and achieve organizational alignment, performance, accountability, control measures and cultural acceptance of these supportive functions. Influences change, prioritizes efforts on critical initiatives, and works to identify and find solutions to opportunities. Negotiates facilitates and presents information in an articulate, professional manner.
• Compliance - Responsible for ensuring the department adheres to all bank policies, including regulatory timeframes, client SLAs and compliance to the processes. Building, implementing and executing on the strategies for the department while working with internal business partners to ensure all first line of defense functions are completed efficiently and effectively. The lead must be knowledgeable in the regulations and guidelines pertaining to the department. The position will also provide oversight in managing escalated appeals, internal audits, and calibration activities. Applies knowledge of Microsoft Office tools such as Word, Excel, PowerPoint and Teams to execute daily work.
• Team Leadership - Oversee day-to-day operations. Lead, motivate, and develop a team of associates across the different functions focusing on driving business results and quality improvements, and optimizing team efficiency and effectiveness. Advancing the teams growth and development. Maintain employee work schedules including assignments, job rotation, training, vacations and paid time off, telecommuting, capacity planning and overtime scheduling.
• Knowledge & Relationship Management - Cultivate and maintain active relationships with key business partners, driving sponsorship engagement including awareness, desire, knowledge, ability, and reinforcement. Remain knowledgeable of Regulatory requirements and Procedural guidelines to maintain applicable industry, business, and operational acumen and to ensure testing attributes are aligned and share relevant information to appropriate audiences. Interacts with and influences all levels of management across the business.
• Thought Leadership -Monitors team performance and reports on metrics. Oversee the efforts to collect and analyze monthly results, identify trends in monitored activities, share learnings and knowledge, recommend process improvements as appropriate, and provide visibility through reporting and actionable insight. Demonstrates outstanding Verbal and Written Communication skills when working with internal and external partners. Effective adaptability through change, both planned and unexpected.
• Performance Management - Drive performance management and deliver expected results through continuous improvement, goal setting, feedback and performance development planning. Provide effective performance feedback through employee recognition, rewards and disciplinary action, in line with HR policies.

Reports to: Manager or above

Working Conditions/ Physical Requirements: Office environment/Hybrid

Direct Reports:15-30

Minimum Qualifications:

• Bachelors Degree in Arts, Science, Commerce, Management, or equivalent
• Must be able to pass an English Assessment
• 4+ years relevant work experience
• 1+ Years leading projects, mentoring, and/or coaching experience, demonstrated subject matter expert in department.

Preferred Experience:

• Eight to twelve years of experience in a related business environment
• At least three years in a leadership role.
• Experience leading analysis of data trends and root causes.
• Experience in credit card/ banking operations/consumer lending and regulatory environments.