Job Description

We are looking for a Collection Team leader to oversee a team responsible for recovering outstanding payments, achieving monthly targets, ensuring regulatory compliance, and maintaining strong customer relations. This role blends leadership, strategy, and hands-on recovery operations.

Key Responsibilities

Target Achievement & Strategy

Drive B2C collections to meet/exceed monthly recovery goals; analyze performance metrics (e.g., Collection Efficiency, bucket resolution) and execute correct actions Develop effective collection strategies for different account segments.

2. Team Leadership & Coaching

Lead and mentor collection agents; conduct 1:1s, team meetings, performance reviews and training sessions. Monitor attrition and shrinkage; implement retention and contingency plans.

3. Customer Accounts & Recovery

Manage escalations, sensitive cases, and high-risk accounts, including negotiation of payment plans and settlements

4. Reporting & Analytics

Track KPIs: calls made, aging buckets, attrition/shrinkage rates, customer satisfaction. Deliver regular operational reports, root cause analyses, and improvement plans.

4. Compliance, Audit & Documentation

Ensure full adherence to internal policies, legal/regulatory frameworks, and audit standards.

5. Process & Operational Excellence

Identify and implement process improvements, new tools or technologies to enhance efficiency and reduce costs. Share knowledge and best practices with cross-functional teams.

Required Skills & Competencies

Functional

3-4- years in a Collections role, minimum 1-2 years in leadership. Strong negotiation, communication, and conflict-resolution abilities . Resilience under pressure; manages ambiguity in complex/dynamic environments.

Qualifications

Bachelors degree in business, finance, or related field preferred; equivalent experience may qualify .

Key Performance Metrics

Monthly & cumulative collections vs targets. Reduction in delinquency aging Team attrition and shrinkage control. Compliance and call-quality audit scores. Customer satisfaction and dispute resolution rates.
Job Type: Full-time

Pay: ₹400,000.00 - ₹550,000.00 per year

Benefits:

Cell phone reimbursement Health insurance Internet reimbursement Leave encashment Paid sick time Provident Fund
Work Location: In person