Team Leader – Loan Origination & Collections

About the role

The Team Leader – Loan Origination & Collections will manage daily performance of both loan origination and collections teams, ensuring operational efficiency, compliance, and excellent customer experiences.

Key responsibilities

• Lead daily operations, monitor productivity, service levels, attendance and adherence to processes.
• Oversee loan enquiries, collections activities, workflow bottlenecks and resource allocation.
• Review loan applications against underwriting guidelines and support agents with complex cases.
• Handle escalated customer issues, ensure timely resolutions and document trends.
• Monitor pipelines, queues and reports to identify performance improvement opportunities while maintaining regulatory compliance.

Required profile

• Bachelor’s degree or equivalent.
• Proven experience leading teams in customer service, collections, loan servicing, banking or contact centre environments.
• Strong coaching, people‑management and decision‑making abilities.
• Excellent communication, analytical and problem‑solving skills.

Required skills

• Experience with CRM platforms and operational reporting tools.