💼 Team Leader (Collections) | Wipro Hiring
📋 Job Description
Wipro is hiring a Team Leader (Collections) in Quezon City. The role is responsible for executing the collections process and driving team performance against key process metrics. The position involves managing collections operations, team performance, customer interactions, SLA/KPI delivery and operational compliance.
The Team Leader will manage a team of approximately 15–20 members, provide coaching and performance management, monitor customer interactions, identify operational risks and ensure that customer expectations and business requirements are met.
🔑 Key Responsibilities
- Manage BPO collections operations and deliver against SLAs, KPIs and project requirements.
- Manage and coach a team of approximately 15–20 team members.
- Work with team members and customers to provide effective customer service.
- Identify, manage and escalate business risks proactively.
- Monitor customer interactions for accuracy and compliance with approved practices.
- Coach team members and develop a positive and productive work environment.
- Build effective relationships with business partners and stakeholders.
- Use business reports and metrics to guide coaching and performance management.
- Resolve routine and selected escalated issues using appropriate judgment.
- Ensure team capabilities and knowledge remain aligned with customer expectations.
- Assist with employment decisions and establish performance standards.
- Train and coach employees and conduct performance evaluations.
- Prepare budgetary analysis, reports and special project work when required.
- Achieve individual KPIs while maintaining operational risk control and compliance.
- Handle escalation calls as required.
- Work effectively in a fast-paced environment requiring accuracy and multitasking.
🎓 Eligibility
- Minimum 2 years of work experience in Collections Operations and Team Handling.
- 2–4 years of banking contact center experience.
- Exposure to UK Banking / Collections.
- Bachelor's Degree / College Graduate / Undergraduate.
- Experience: 1–3 years as specified for the role.
- Mandatory Skill: Mortgage (Originations).
- Willingness to work in shifts.
🛠️ Key Skills
- Collections Operations
- Team Management
- BPO Operations
- Banking Collections
- Mortgage Originations
- SLA & KPI Management
- Customer Service
- Performance Management
- Coaching & Development
- Risk Management
- MS Office
- Communication Skills
🎁 Benefits
- Opportunity to work with Wipro's banking and collections operations.
- Exposure to UK Banking and Collections processes.
- Experience in team leadership and performance management.
- Opportunity to develop expertise in customer service and operational metrics.
🚀 Why Join Wipro?
- Work with a global technology services and consulting company.
- Gain experience in banking and collections operations.
- Develop team leadership, coaching and performance management skills.
- Work in a customer-focused and process-driven environment.
📊 Core Skills
Collections | Team Handling | Banking Operations | BPO | Mortgage Originations | Customer Service | SLA Management | KPI Management | Performance Management | Coaching | Risk Control | UK Banking
🎯 Interview Preparation
- Prepare examples of managing collections teams and meeting operational KPIs.
- Revise collections terminology, bucket flows, guidelines and processes.
- Be prepared to discuss UK Banking and Collections exposure.
- Prepare examples of handling escalations and customer issues.
- Understand SLA, KPI and performance management concepts.
- Revise Mortgage Originations concepts as the mandatory skill.
- Prepare examples of coaching and developing team members.
- Be ready to discuss risk control, compliance and quality monitoring.
🚀 How to Apply
Interested candidates can apply directly through Wipro's official careers portal.
🚀 Apply Now