Team Leader – Loan Origination & Collections – Kingston, Jamaica

Great teams don’t happen by chance—they’re built by leaders who inspire performance every day. If you’re looking for Team Leader jobs in Jamaica, call center leadership jobs in Kingston, collections team leader jobs, or loan operations careers, Fusion CX is hiring an experienced Team Leader – Loan Origination & Collections to lead a high-performing customer service team in Kingston, Jamaica.

This opportunity is ideal for professionals who thrive in fast-paced contact center environments and are passionate about coaching people, improving operational performance, and delivering outstanding customer experiences. If you enjoy leading teams, solving complex challenges, and driving results while supporting customers throughout the lending journey, this role offers an exciting opportunity to advance your leadership career with a global customer experience company.

Job Description:

About the Role

As the Team Leader – Loan Origination & Collections, you will oversee the day-to-day performance of both the Loan Origination and Collections teams. You will ensure operational efficiency, monitor service levels, coach and develop team members, manage workflow priorities, and handle customer escalations while maintaining compliance with operational standards and lending procedures.

Success in this role requires strong leadership, sound decision-making, exceptional coaching skills, and the ability to balance customer satisfaction with operational excellence.

Key Responsibilities

Team Leadership & Performance Management

• Lead the daily operations of the Loan Origination and Collections teams.
• Monitor productivity, service levels, attendance, and adherence to operational processes.
• Ensure new loan enquiries are contacted promptly to maximize customer conversion opportunities.
• Oversee collections activities to ensure timely account follow-up, payment arrangements, and account updates.
• Identify workflow bottlenecks and implement solutions to improve operational efficiency.
• Provide real-time coaching, mentoring, and performance feedback to team members.
• Allocate workloads and adjust resources to maintain service levels.
• Communicate operational updates, priorities, and process improvements to the team.
• Escalate operational risks and recurring issues to senior leadership when required.

Loan Review & Operational Oversight

• Review loan applications in accordance with established underwriting guidelines.
• Verify application accuracy, supporting documentation, payment schedules, and customer eligibility.
• Monitor pending applications to ensure timely completion of required verification steps.
• Support agents with complex customer cases and application-related queries.
• Identify opportunities to improve workflow efficiency and reduce processing delays.

Customer Experience & Escalation Management

• Serve as the primary point of escalation for complex customer concerns.
• Resolve customer issues professionally while delivering fair and timely outcomes.
• Monitor customer communication channels to ensure enquiries are addressed promptly.
• Review escalated customer cases and ensure appropriate resolutions are delivered.
• Document significant customer issues and communicate recurring trends to leadership.

Operational Excellence

• Monitor application pipelines, lead queues, and collections workflows throughout the day.
• Ensure customer interactions and payment arrangements are accurately documented.
• Review operational reports to identify trends and opportunities for performance improvement.
• Maintain compliance with company policies, quality standards, and regulatory requirements.
• Support continuous improvement initiatives that enhance customer experience and operational performance.

Job Requirements:

Education

• Bachelor’s degree or equivalent qualification required.

Experience

• Previous experience leading teams within a customer service, collections, loan servicing, financial services, banking, or contact center environment is required.
• Experience managing performance, coaching employees, and handling customer escalations is highly preferred.

Skills & Competencies

• Strong leadership, coaching, and people management skills.
• Excellent communication and interpersonal abilities.
• Strong customer service and conflict resolution skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Excellent analytical and problem-solving capabilities.
• Close attention to detail and operational accuracy.
• Strong organizational and time management skills.
• Ability to make sound decisions under pressure.
• Experience using CRM platforms and operational reporting tools.
• Results-driven with a continuous improvement mindset.

Work Details

Location: Kingston, Jamaica

Work Mode: Work From Office (WFO)

Why Join Fusion CX?

Leadership at Fusion CX goes beyond managing operations—it’s about developing people, improving customer experiences, and creating lasting business impact. As a Team Leader, you’ll play a vital role in shaping team success while working within a collaborative environment that values accountability, innovation, and continuous improvement.

Why build your leadership career with Fusion CX?

• Lead high-performing teams supporting loan origination and collections operations.
• Develop expertise in customer experience management, operational leadership, and financial services.
• Build advanced coaching, performance management, and workforce planning skills.
• Collaborate with experienced leaders in a culture that values learning, recognition, and continuous development.
• Explore long-term career growth opportunities across Operations Management, Quality, Training, Workforce Management, Client Services, and Senior Leadership.
• Join a global customer experience organization where leadership, innovation, and people development drive success.

If you’re searching for Team Leader jobs in Jamaica, call center supervisor jobs in Kingston, operations team leader jobs, collections manager jobs, loan operations leadership careers, BPO leadership jobs, or customer service management jobs in Jamaica, this is your opportunity to take the next step with Fusion CX. Apply today and lead a team that helps customers move forward while delivering operational excellence every day.