Collection Team Lead

JOB DESCRIPTION & JOB SPECIFICATION

Particular

Details

Company Name

Mas Callnet India Pvt. Ltd.

Process

Credit Card Collections (6090 Days Delinquency)

Department

Operations

Designation

Team Leader – Credit Card Collections

Reporting To

Assistant Manager / Operations Manager

Location

Ahmedabad, Gujarat

Employment Type

Full-Time

Role Type

Team Leader

Qualification

Graduate in any discipline

Experience

2–4 Years in Credit Card Collections with minimum 1 year as Team Leader

Preferred Certification

DRA Certification Preferred

Working Days

6 Days a Week

Weekly Off

Rotational Off

Calling Window

8:00 AM – 8:00 PM

Compensation

Negotiable based on Qualification & Experience

Industry

Banking / BFSI / BPO – Collections

About Mas Callnet India Pvt. Ltd.

Mas Callnet India Pvt. Ltd. has been delivering exceptional customer experience (CX) and business process outsourcing solutions since 2003. We serve clients across banking, financial services, telecom, healthcare, retail, and other industries with technology-driven customer engagement solutions.

We believe in building high-performing teams by providing continuous learning, career growth, and a collaborative work culture.

Job Purpose

To lead and manage a team of Collection Executives handling Credit Card Collections (60–90 Days Bucket) by ensuring monthly recovery targets, productivity, quality, compliance, shrinkage control, and team performance while delivering an excellent customer experience.

Key Responsibilities

Team Management

• Lead, mentor, and manage a team of 15–25 Collection Executives.
• Conduct daily team huddles and performance reviews.
• Monitor attendance, punctuality, productivity, and shrinkage.
• Coach team members to improve recovery and negotiation skills.
• Motivate the team to achieve business goals.

Collections Operations

• Ensure achievement of daily, weekly, and monthly recovery targets.
• Monitor collection performance and ageing reports.
• Handle customer escalations and difficult collection cases.
• Ensure timely follow-up on allocated accounts.
• Maintain compliance with banking and regulatory guidelines.

Performance Management

• Track individual KPIs and prepare performance reports.
• Conduct feedback and one-on-one coaching sessions.
• Identify training needs and coordinate refresher training.
• Improve team's quality scores and collection efficiency.

MIS & Reporting

• Prepare daily MIS, recovery reports, productivity reports, and dashboard updates.
• Share business performance with Operations Manager.
• Monitor calling efficiency and team utilization.

Compliance & Quality

• Ensure adherence to DRA guidelines and collection policies.
• Maintain high standards of customer interaction and data confidentiality.
• Ensure all team members comply with company policies and client requirements.

Eligibility

Qualification

• Graduate in any discipline.

Experience

• Minimum 2–4 years of experience in Credit Card Collections.
• Minimum 1 year of experience as a Team Leader in Collections.
• Experience in 60–90 Days Delinquency Bucket is preferred.
• DRA Certification is preferred.

Skills Required

• Strong leadership and people management skills.
• Excellent communication and negotiation skills.
• Knowledge of collection strategies and recovery techniques.
• Good analytical and decision-making ability.
• Strong Excel and MIS reporting skills.
• Ability to handle customer escalations.
• Target-driven with excellent problem-solving skills.
• Ability to work under pressure and meet business deadlines.

Process Details

• Process: Credit Card Collections
• Bucket: 60–90 Days Delinquency
• Product: Credit Card Outstanding
• Working Days: 6 Days Working
• Weekly Off: Rotational Off
• Calling Window: 8:00 AM – 8:00 PM

Key Performance Indicators (KPIs)

• Monthly Recovery Target Achievement
• Team Productivity
• Promise-to-Pay (PTP) Conversion
• Collection Efficiency
• Shrinkage & Attendance Control
• Attrition Management
• Quality & Compliance Score
• Customer Escalation Resolution
• Team Engagement & Development