Teamlead Collection

About the Role

We are looking for a proactive and results-driven Collection Team Lead to lead a team of Collection Officers in achieving recovery targets while maintaining high standards of customer service and compliance. The ideal candidate should have strong leadership skills, experience in debt collection, and the ability to motivate and develop a high-performing team.

Key Responsibilities

• Lead, supervise, and manage the daily activities of the Collections team.

• Ensure individual and team recovery targets are achieved.

• Monitor agent performance, productivity, and quality standards.

• Conduct daily briefings, coaching sessions, and performance reviews.

• Handle escalated customer cases and resolve complex collection issues.

• Prepare daily, weekly, and monthly performance reports.

• Ensure compliance with company policies, regulatory requirements, and collection SOPs.

• Monitor attendance, punctuality, and adherence to schedules.

• Coordinate with Operations, QA, HR, and other departments to improve team performance.

• Identify training needs and support the professional development of team members.

• Drive continuous process improvements to increase recovery rates and operational efficiency.

Requirements

• Experience in the FinTech, Banking, Microfinance, or Call Centre industry will be preferred.

• Strong leadership, coaching, and people management skills.

• Excellent communication, negotiation, and conflict-resolution abilities.

• Good analytical and reporting skills.

• Proficiency in Microsoft Excel, Google Sheets, and CRM systems.

• Ability to work under pressure and meet challenging recovery targets.

Key Skills

• Team Leadership

• Debt Collection & Recovery

• Performance Management

• Coaching & Mentoring

• Negotiation Skills

• Reporting & Data Analysis

• Problem Solving

• Time Management

• Customer Relationship Management (CRM)

• Microsoft Office (Excel, Word, PowerPoint)

KPIs

• Team Recovery Rate

• Collection Target Achievement

• Promise-to-Pay (PTP) Conversion

• Roll Rate Improvement

• Agent Productivity

• Quality & Compliance Score

• Attendance & Schedule Adherence

• Customer Complaint Resolution

• Team Attrition and Engagement

What We Offer

• Competitive Salary

• KPI-Based Performance Bonus

• Annual Performance Review

• Career Growth Opportunities

• Professional Learning & Development

• Collaborative and Growth-Oriented Work Environment

Pay: Rs50,000.00 - Rs65,000.00 per month

Work Location: In person