Team Leader - Late Bucket & Special Queue

The Team Leader - Late Bucket & Special Queue is responsible for managing the collection team, monitoring daily workflow, and coaching team members on performance. This role ensures that customer communications align with expectations and requirements. The team leader is also tasked with motivating and developing associates to achieve optimal performance, conducting regular performance appraisals, and resolving personnel issues and escalated calls promptly.

Key Responsibilities

• Manage and monitor calls conducted by team members on an hourly basis.
• Ensure collection agents prioritize calls effectively and meet the standards set by ADIB.
• Review agent feedback on accounts and ensure adherence to call lists and tracking tools.
• Analyze the percentage of completed calls against the expected targets and provide necessary guidelines to the collection team.
• Conduct regular meetings with the team to discuss call results and address issues faced with customers.
• Assist the Head of Collection by providing updates on team performance and suggesting solutions for issues encountered.
• Maintain professionalism and foster a conducive working relationship within the collection team.
• Guide customers as a financial counselor regarding payment management and related services.
• Resolve and close customer complaints in accordance with policy and ensure compliance with ADIB’s Code of Conduct.

Specialist Skills / Technical Knowledge Required

• Knowledge of market and industry characteristics and trends.
• Strong business acumen and analytical skills.
• Significant experience in collections and ability to multitask.
• Excellent interpersonal and communication skills.
• Proven leadership capabilities and strong time management skills.
• Ability to problem-solve and make decisions effectively.

Previous Experience
Over a decade (10 years) of experience in banking collection.

Location
United Arab Emirates