Job Description

We Are Hiring - Customer Service/Debt Collections Team Leader - UAE Experience Required

We are looking for a proactive and experienced

Customer Service/Debt Collections Team Leader

to manage a team responsible for supporting customers with overdue liabilities and coordinating with bank representatives to secure payment plans, restructures, and settlements. The ideal candidate will be strong in communication, customer handling, and backend negotiation with banks to ensure smooth case resolution.

Key Responsibilities

Lead, guide, and motivate a team of Customer Service Representatives/Negotiators to achieve daily and monthly performance targets. Monitor team attendance, productivity, quality standards, and customer handling effectiveness. Support customers by reviewing their financial situations and recommending suitable repayment solutions. Assist the team in coordinating and negotiating with bankers to secure payment plans, extensions, and restructuring approvals. Handle escalated cases, customer complaints, and negative feedback with professional de-escalation. Review and internally approve proposed payment plans while ensuring the customer receives the most suitable and beneficial option. Conduct regular coaching, training, and feedback sessions to improve agent performance. Ensure all customer interactions are documented accurately and updated in internal systems. Prepare performance reports and present insights to management. Ensure compliance, confidentiality, and data protection requirements are maintained at all times. Ensure adherence to the defined TAT for customer contact on all assigned cases.

Requirements:

Minimum 1-2 years of as a team lead, collections experience is preferred within the UAE. Previous supervisory or Team Leader experience is an advantage. Strong negotiation skills when dealing with bankers and financial representatives. Excellent communication skills in English. Ability to manage high-pressure scenarios, escalations, and tight timelines. Strong organizational, documentation, and case-management skills. Ability to coach, mentor, and develop team members. Customer-focused mindset with strong empathy, patience, and professionalism.

Skills & Competencies:

Leadership & team management Customer relationship handling Negotiation & objection handling De-escalation and conflict resolution Time and task management Reporting & KPI monitoring
Job Type: Full-time