Collection Team Lead

Key Responsibilities

1. Portfolio & Case Management

• Own the assigned collections portfolio and ensure timely action on all allocated cases.
• Review daily collection queues and prioritise cases based on LTV, overdue status, outstanding amount, ageing and risk.
• Ensure every assigned case has a clear next action and follow-up date.
• Track movement of cases from contact visit commitment payment resolution.
• Escalate high-risk and non-responsive accounts to the Collections Lead/Head.

2. Team Management & Field Execution

• Lead, manage and monitor a team of Field Collection Executives.
• Allocate cases geographically and based on risk and priority.
• Plan daily field routes and ensure adequate coverage of assigned cases.
• Conduct regular field reviews and accompany executives on critical/high-value cases where required.
• Ensure field executives are spending adequate time in the field and completing assigned visits.
• Drive daily productivity, discipline and execution standards across the team.

3. Customer Contact & Resolution

• Ensure timely customer contact following LTV breaches, overdue payments and other collection triggers.
• Drive resolution through repayment, part-payment, top-up, additional pledge or other approved resolution mechanisms.
• Ensure customers receive clear information on outstanding amounts, timelines and consequences of non-resolution.
• Handle difficult/high-value customer cases and negotiate within approved collection guidelines.
• Ensure all customer interactions remain professional, empathetic and compliant.

4. Field Visit Management

• Ensure field visits are completed within defined SLAs.
• Review visit outcomes and ensure proper documentation in the CRM.
• Track customer availability, contactability, payment commitments and reasons for non-payment.
• Ensure committed payments are followed up until closure.
• Identify cases requiring legal escalation or further intervention and escalate them promptly.

5. Collections Performance & MIS

• Own daily and weekly team-level collections metrics.

• Track:

• Contact rate

• Visit completion rate

• Promise-to-pay (PTP) rate

• PTP adherence

• Resolution rate

• Recovery amount

• Roll-forward / ageing

• Re-breach cases

• Cases pending beyond SLA

• Maintain accurate CRM updates and ensure there is no untracked collection activity.

• Share daily productivity and exception reports with the Collections Lead/Head.

• Identify recurring operational gaps and recommend corrective actions.

6. Escalation & Auction Support

• Escalate cases meeting defined legal/auction criteria to the Collections Lead/Head.
• Support the pre-auction process through customer contact, field visits and documentation.
• Ensure all required customer communication and follow-ups are completed before escalation.
• Support post-auction reconciliation and customer closure activities where required.
• Ensure no case moves to the next stage without completing the defined process and documentation.

7. Process & Compliance

• Ensure all collection activities are conducted in accordance with approved policies and RBI-compliant collection practices.
• Ensure field executives follow prescribed customer communication and visit protocols.
• Maintain complete and accurate records of customer interactions and commitments.
• Immediately escalate customer complaints, sensitive cases or compliance concerns.
• Ensure no unauthorised commitments, threats or collection practices are used by the team.

What You Will Also Drive

• Daily morning huddles and end-of-day performance reviews.
• Field productivity and route optimisation.
• Coaching and on-the-job training of Field Executives.
• Identification of repeat defaulters and high-risk customer patterns.
• Coordination with Sales/Loan Managers wherever customer resolution requires business intervention.
• Continuous improvement in contactability, visit productivity and recovery rates.
• Building a culture of ownership, discipline and outcome-based execution.

What This Role Does NOT Own

• LTV policy or risk thresholds.
• Overall collections strategy.
• Auction decision-making.
• Legal policy or final legal escalation decisions.
• Portfolio-level risk policy.
• Regulatory reporting or NPA classification.
• Physical gold custody.
• Product/CRM strategy or automation design.
• Sales targets or customer acquisition.

Who We're Looking For

Experience

• 35 years of experience in collections, field collections, loan servicing or recovery.
• Experience managing a team of field collection executives preferred.
• Experience in NBFC, fintech, gold loans, secured lending or financial services preferred.
• Experience handling overdue, LTV-breach or recovery portfolios is an advantage.

Capabilities

• Strong field execution and people-management skills.
• Ability to manage teams through daily targets and structured follow-ups.
• Good understanding of collections funnels and recovery metrics.
• Strong negotiation and customer-handling skills.
• Comfortable working with CRM systems and collection dashboards.
• Ability to identify exceptions and escalate issues quickly.
• Strong geographical understanding and ability to plan field coverage efficiently.

Mindset

• Execution-oriented: Converts plans into daily action.
• Accountable: Owns outcomes, not just activity.
• Data-driven: Uses portfolio data to prioritise effort.
• People leader: Coaches the team while holding them accountable.
• Customer-sensitive: Firm on collections while maintaining professionalism and empathy.
• High ownership: Comfortable working in a fast-moving, target-driven NBFC environment.

Why This Role Matters

The Collections Team Lead is the execution layer between the collections strategy and the customer.

At high LTV levels, timely field intervention can make the difference between recovery and loss. This role ensures that the right cases are acted on at the right time, field teams remain productive, customer commitments are followed through, and risks are escalated before they become losses