Team Leader (Collections)

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at DescriptionRole PurposeThe purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. ͏Essential Skills:Sound Knowledge about collections domain and understanding of the process and bucket flowsExperience in collections team management and familiar with the data and reports pertaining to collectionsUnderstanding of collections terminologies, guidelines and laws.Excellent oral and written communication and listening skillsCustomer centricAttention to detailsComputer Savy - MS office & InternetHandles contacts with our customers in a polite and friendly way, instilling customer confidenceWillingness to work in shiftsMust possess good verbal and written communication skillsCourteous, with strong customer service orientationDependable, with proficient attention to detailMust be goal orientedPossess insight into self and others.Must be aware of certain state laws which exists in the UK.͏Responsibilities:Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverablesResponsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience.Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issuesWorks with management and team members to proactively identify, manage, and escalate risks which may impact the business.Monitors interactions to ensure that team members are giving accurate information and following approved practices.Coaches and develops a positive and productive work environment and builds relationships with business partners.Utilizes reporting for business metrics to guide team member coaching and performance management.Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.Ensures capabilities and knowledge of team members keeps pace with customer expectations.Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.May perform budgetary analysis, reports or special project work as requested by business partners and senior management.Delivers what is promised in line with customer expectationsResponsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activitiesMust possess procedure driven judgment in order to find the best solution to an issue.Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication.Should take escalation calls as needed/required.͏Experience:Min 2 years of work experience in collection operations and Team Handling.Exposure to UK Banking / Collections2 to 4 Years of banking contact Center experinceBachelors degree/ College Graduate/UndergraduateMandatory Skills: Mortgage(Originations)

• Experience: 1-3 Years
• Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.