Own end‑to‑end collections performance across assigned teams by monitoring daily KPI trends, identifying outliers, and driving corrective actions at the Team Lead level.
Conduct regular pod‑level performance reviews with Team Leads, holding structured, data‑backed accountability conversations.
Set clear performance expectations for each Team Lead and align individual team targets with program‑level SLA commitments.
Analyze cross‑team performance patterns to distinguish systemic issues from team‑specific gaps and direct interventions accordingly.
Oversee and approve Performance Improvement Plans (PIPs) and Corrective Action Plans (CAPs) initiated by Team Leads.
Ensure consistent application of performance management standards and documentation practices across all teams within the pod.
Coach, develop, and evaluate Team Leads through structured monthly 1:1s, formal performance reviews, and ...