Team Leader
InDebted
Sydney, NSW, Australia
Posted on Oct 9, 2024
About InDebted
InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.
Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.
Role Overview
The Team Leader supports and assists in the daily operations of the collections team, ensuring efficient processes, strong team performance, and adherence to regulations and policies.
This role steps in to oversee team activities and uphold standards. The role is responsible for creating an inspiring and results-driven team environment, setting clear goals, and motivating the team to achieve targets.
Duties and Responsibilities:
- Support the Collections Team in supervising day-to-day team operations and implementing collection strategies.
- Set clear team goals, delegate tasks, and manage deadlines.
- Monitor team performance, report on metrics, and ensure adherence to guidelines and regulations.
- Mentor, guide, and provide training to team members to maintain high performance standards.
- Handle escalated cases, complex issues, and customer disputes, ensuring timely and effective resolutions.
- Promote a collaborative and positive team environment, recognising high performance and encouraging creativity.
- Foster professional relationships with customers while ensuring effective debt recovery.
- Address customer complaints professionally, ensuring all activities comply with regulatory requirements (ASIC and others).
- Assist with hiring processes, training new team members, and overseeing quality and compliance of team work.
- Analyse data to identify trends, suggest improvements, and promote team adherence to performance goals.
- Generate comprehensive reports on team performance and mission-related objectives.
- Suggest and organise team-building activities to foster collaboration and creativity.
Must Have:
- Minimum of 2 years proven experience in a collections role as a team leader/supervisor.
- Familiarity with debt collection laws and practices.
- Results-driven, with a focus on achieving targets and team objectives.
- Strong organisational skills, with the ability to manage time and priorities effectively.
- Knowledge of performance metrics, and experience analysing data for team improvement.
- Excellent communication and leadership skills.
- Strong problem-solving and conflict resolution abilities.
- Ability to build trust and foster positive relationships within the team and with customers.
- Emotional intelligence, patience, and resilience in handling escalated matters.
- A collaborative mindset, encouraging innovation and creativity from team members.
- Attention to detail with the ability to see the bigger picture.
What Does Success Look Like? After 12 months, you will have:
- Consistently helps the team meet or exceed debt revenue goals by implementing effective strategies and overseeing day-to-day operations.
- Recognised for their strong leadership skills, having successfully mentored and developed several team members.
- Trusted to handle escalated and complex cases with professionalism and efficiency, consistently resolving issues in a timely manner while maintaining high customer satisfaction.
- Identifies areas where processes can be improved and suggests new strategies or technologies that increase the efficiency of collections.
- Strong understanding of debt collection laws and ensures all activities within the team are compliant with both internal policies and external regulations.
- Successfully fosters a high-performance culture within the team.
- Actively contributes to building a positive team culture by encouraging collaboration, creativity, and open communication.
Our benefits
Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility
Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life
Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs
Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity
Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country
Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave
Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.
At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.