Frontline, Collections and Ledger Management Team Lead

Job description

The Frontline, Collections and Ledger Management Section Team Lead closely monitors the daily productivity of staffs to ensure that all accounts endorsed for callout will be contacted in all efforts means. Ensures that key service levels and other key objectives are achieved; policies and process metrics are being followed on a daily basis; and timely reports given and made available for the management purposes.

KEY FUNCTIONS / DUTIES AND RESPONSIBILITIES :

1. Monitors daily productivity of staffs to ensure that all accounts endorsed for callout are efficiently done through all effort means of contacting the clients and other key objectives are achieved.

2. Provides supervision and side by side trainings to Frontline, Collections and LMS associate to deliver high and quality customer service.

3. Measures the operational performance of the staff and provides necessary training, coaching or guidance if required. He / she is responsible in conducting regular meeting with staffs to discuss performance reviews and provide recommendations to improve the quality and quantity of the work done.

4. Coordination with internal Operations unit regarding policies, processes and other concerns related to the unit.

5. Ensure that customer complaints are resolved in a timely and professional manner. In severe / complex cases, he / she has to escalate to Customer Financing - HDMF Head for resolution.

6. Creates, modifies and prepares daily and periodic reports to be used internal to the unit and for the management purposes.

7. Works closely with the Customer Financing - HDMF Head in providing immediate and long term solutions to the problems encountered.