Collections Team Leader

The Collections Team Lead is fully accountable for the commercial, operational, people, compliance, and technology execution of assigned credit and collections portfolios.

This role exists to:
• Deliver AMG’s contractual commitments to clients
• Maximize collections and recoveries within policy and regulatory boundaries
• Maintain strict operational, compliance, and data discipline
• Directly manage and develop a team of collection agents
• Run a predictable, auditable operating rhythm
• Exercise end-to-end ownership of assigned past-due account portfolios
• Maintain direct accountability for agent performance and operational standards
• Assume full responsibility for client outcomes, complaint resolution, and risk mitigation

This is a hands-on operational leadership role with full ownership of outcomes.

Core Accountability

Portfolio Stewardship & Client Accountability

The Team Leader exercises complete authority over:
• End-to-end ownership of past-due account portfolios
• Direct accountability for agent conduct, performance, and development
• Full responsibility for client outcomes, complaint management, and risk escalation
• Final authority over attendance, queue control, workflow execution, coaching, and corrective action
• Portfolio delivery and recovery outcomes
• Direct people management of 10–20 agents
• Workforce planning, attendance, and schedule adherence
• Queue, channel, and workflow execution
• Call quality, QA, coaching, and corrective action
• Compliance, customer harm controls, and risk escalation
• Technology usage, data integrity, and security discipline
• Accurate reporting, forecasting, and documentation

Accountability is direct, non-transferable, and outcome-based.

Industry: Supervisory
Employment type: Permanent
Experience level: Experienced
Required skills: collections, team management, portfolio manager, debt collection