Collections Team Lead

A leading FinTech organisation is seeking a Collections Team Lead to join their expanding Collections & Recoveries department in London. This is an exceptional opportunity for you to play a pivotal role in shaping the future of a high-growth business that partners with some of the world’s most recognised e-commerce and technology brands. As the Collections Team Lead, you will be empowered to recruit, nurture, and inspire a talented team, driving outstanding performance while fostering a culture built on accountability, growth, and shared success. The company offers a modern, sophisticated office environment in Central London, comprehensive benefits including stock options, private medical and dental insurance, enhanced parental leave, and unique perks such as an on-site gym and monthly masseuse. With a transparent and supportive team culture, you will enjoy direct feedback, aligned incentives, and the chance to make a real impact in a data-driven workplace where your contributions are truly valued. * Join an award-winning FinTech recognised for its supportive, diverse, and rewarding workplace culture by major industry publications. * Benefit from a comprehensive package including stock options, private medical insurance, enhanced parental leave, subsidised lunches, Deliveroo allowance for late work, monthly in-office masseuse sessions, and access to sports clubs. * Work alongside knowledgeable colleagues in a high-quality team that values transparency, direct feedback, and mutual support within a modern Central London office space.

What You'll Do:

As the Collections Team Lead based in London, you will be entrusted with building an inclusive environment where your guidance helps each team member reach their full potential. Your day-to-day responsibilities will centre around nurturing talent through thoughtful coaching sessions while ensuring that operational targets are met with precision. You will collaborate extensively across departments to resolve challenges swiftly and embed best practices that drive both efficiency and positive customer outcomes. By harnessing data analytics and automation tools, you will streamline processes for maximum impact. Your ability to foster trust within your team will be crucial as you promote sustainable solutions tailored to individual customer circumstances. In this role, your interpersonal skills will shine as you create an atmosphere of mutual respect where everyone feels valued for their contributions.

* Recruit, develop, and manage a high-performing team of Collections Agents by providing ongoing coaching through regular one-to-one meetings and performance reviews.

* Inspire and motivate your team to consistently meet and exceed key performance indicators (KPIs) and service level agreements (SLAs), ensuring collective achievement of departmental goals.

* Oversee daily collections activities across multiple lending geographies while maintaining professionalism and empathy when handling escalated or complex customer cases.

* Collaborate closely with Customer Success and other departments to resolve issues efficiently and embed best practices throughout the collections process.

* Drive operational efficiency by implementing process improvements and leveraging data analytics and automation tools to optimise workflows.

* Ensure all collections activities comply with internal policies as well as regulatory guidelines set by the Financial Conduct Authority (FCA) and Treating Customers Fairly (TCF) principles.

* Monitor team performance using data-driven insights to identify trends, inform strategic decisions, and champion fair customer outcomes.

* Promote sustainable repayment solutions that balance business objectives with customer needs through empathetic communication and problem-solving.

* Foster a collaborative environment where open communication is encouraged and every team member feels supported in their professional development.

* Contribute to cross-functional projects aimed at enhancing overall business impact while maintaining high standards of compliance.

What You’ll Bring:

Your proven background as a Collections Team Lead will enable you to bring valuable expertise in guiding teams towards shared goals within regulated financial environments. You will draw upon your extensive experience managing collections or credit control teams—demonstrating not only technical proficiency but also strong interpersonal skills that foster collaboration. Your ability to communicate clearly ensures that expectations are understood while your empathetic approach supports both customers and colleagues alike. Familiarity with regulatory requirements allows you to navigate complex scenarios confidently while upholding compliance standards. By leveraging analytical tools such as Excel or equivalent software platforms, you can monitor progress effectively—identifying trends that inform strategic decisions. Your proactive mindset means you take responsibility for outcomes while acting swiftly when needed; this reliability makes you an indispensable part of any successful operation.

* Demonstrated experience leading and developing high-performing teams within collections or credit control environments over at least three years.

* Proven track record of managing teams comprising five or more members while delivering against ambitious targets in fast-evolving settings.

* Exceptional oral and written communication skills complemented by attentive listening abilities that facilitate clear presentation of ideas.

* Advanced proficiency in Excel or similar data analysis software is highly desirable for monitoring performance metrics effectively.

* Comprehensive understanding of debt management strategies coupled with familiarity with relevant regulatory frameworks such as FCA guidelines.

* Minimum five years’ experience in Credit Control, Collections or Debt Recovery roles showcasing deep domain expertise.

* Ability to handle escalated or complex customer cases with professionalism, empathy, and sensitivity towards individual circumstances.

* Experience collaborating across departments to resolve issues efficiently while embedding best practices into daily operations.

* Proactive approach characterised by ownership of tasks and urgency in addressing challenges as they arise.

* Commitment to championing fair customer outcomes through responsible decision-making aligned with business objectives.

What's Next:

If you are ready to make a meaningful impact within an award-winning FinTech environment where your talents are celebrated—this is your moment!

Apply today by clicking on the link below to begin your journey towards joining this exceptional team.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates