Team leader Role at Apex collection Africa
Job Description
Key Responsibilities
Team Management
• Supervise and coordinate daily activities of the debt collection team to ensure smooth
operations and target achievement.
• Allocate portfolios and tasks to team members to optimize recovery efforts.
• Monitor and review individual and team performance regularly, providing feedback and
setting action plans as needed.
Coaching and Development
• Provide on-the-job coaching, mentoring, and guidance to team members to improve their
collection techniques and communication skills.
• Identify training needs and work with the training department to organize relevant
sessions.
• Conduct performance reviews and assist in setting individual and team goals.
Performance and Target Achievement
• Drive the team to achieve or exceed monthly recovery targets.
• Develop and implement strategies to improve collection rates and reduce non-performing
accounts (NPA).
• Monitor team productivity and address any performance gaps proactively.
Compliance and Quality Assurance
• Ensure the team adheres to debt collection policies, regulatory requirements, and quality
standards.
• Perform regular audits of call recordings, correspondence, and other collection activities
to ensure compliance.
• Address any compliance breaches and escalate where necessary.
Reporting and Communication
• Generate and present daily, weekly, and monthly performance reports to management.
• Communicate updates on policies, targets, and expectations to the team.
• Serve as a liaison between the team and senior management, relaying concerns and
feedback.
Risk and Issue Resolution
• Identify potential risks in the collection process and recommend solutions to mitigate
them.
• Handle escalated client cases professionally and resolve issues efficiently