Job Description

Job Title : Digital Collections Team Leader (TL) Department: Collections / Digital Strategy Reports to : Digital Collections Manager / Assistant Manager Experience : 3-4 years in a relevant field, with a strong preference for experience in digital collections or digital marketing/campaign management. Job Summary: The Digital Collections Team Leader is responsible for managing and motivating a team of digital collections specialists to achieve performance targets. This role involves developing and executing digital collections strategies, analyzing campaign performance, and ensuring a positive customer experience. The ideal candidate will have a strong understanding of digital marketing channels, excellent analytical skills, and a proven ability to lead a team. While direct collections experience is a plus, candidates with a strong background in digital campaign management and client handling are highly encouraged to apply. Key Responsibilities: ? Team Leadership & Management: o Lead, mentor, and coach a team of digital collections agents to meet and exceed key performance indicators (KPIs). o Conduct regular performance reviews and provide constructive feedback. o Foster a positive and high-performance work environment. o Monitor team performance, ensuring adherence to quality standards and compliance protocols. ? Digital Collections Strategy & Execution: o Develop and implement effective digital collections campaigns across various channels such as email, SMS, social media, and chat. o Analyze campaign data to identify trends, optimize strategies, and improve recovery rates. o Utilize data analytics to segment customer portfolios and tailor communication strategies. o Collaborate with the analytics team to build and refine digital collections models. ? Data Analysis & Reporting: o Demonstrate strong proficiency in Microsoft Excel to track team performance, analyze campaign results, and create comprehensive reports. o Prepare and present regular performance reports using PowerPoint for senior management and clients. o Analyze data to identify opportunities for process improvements and strategic enhancements. ? Client & Stakeholder Management: o Serve as a key point of contact for clients, handling inquiries and providing regular updates on collection performance. o Build and maintain strong relationships with internal and external stakeholders. o Present performance insights and strategic recommendations to clients in a clear and compelling manner. ? Process Improvement & Compliance: o Identify and implement process efficiencies to streamline digital collections operations. o Ensure all collections activities comply with regulatory requirements and company policies. o Stay updated with industry trends and best practices in digital collections and customer engagement. Required Skills and Qualifications: ? Bachelor's degree in Business, Marketing, Finance, or a related field. ? 3-5 years of professional experience, with a strong preference for a background in digital marketing, campaign management, or collections. ? Proven experience leading a team. ? Excellent analytical skills with a strong proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, advanced formulas). ? Proficiency in creating compelling presentations using PowerPoint. ? Exceptional communication and interpersonal skills.