Collections Team Leader

📋 Description

• • As a Collections Team Leader at Capital on Tap, you will lead and support a team of up to 8 agents to deliver fair customer outcomes and excellent service, playing a key role in helping small business owners manage their finances through an all-in-one business credit card and spend management platform.
• • Day to day, you will coach and develop team members through regular 1-1s and team meetings, oversee performance against SLAs across calls and digital channels, ensure compliance with regulatory requirements including Consumer Duty and FCA guidance, act as an escalation point for complex cases, and build strong stakeholder relationships to remove barriers to success.
• • Capital on Tap is a fast-growing fintech serving over 200,000 businesses globally with a mission to help 1 million small businesses by 2030, offering a hybrid work model (3 days in office, 2 from home) in Manchester with an initial 12-week onsite period for role setup.
• • In this role, you will develop leadership expertise in multi-channel collections, deepen your knowledge of UK and US regulatory frameworks, enhance your ability to manage high-volume complex cases and support vulnerable customers, and grow your skills in performance management, coaching, and stakeholder collaboration within a values-driven, innovative culture.