Team Lead

Job Purpose:

To lead and manage a team of collection executives and agents in recovering dues from delinquent customers in accordance with company policies, compliance norms, and regulatory guidelines while maintaining customer relationships and minimizing NPAs.

Key Responsibilities:

Team Management:

• Lead, train, and motivate the collection team to achieve individual and team targets.
• Allocate daily, weekly, and monthly collection targets and monitor performance.
• Conduct regular team meetings, performance reviews, and coaching sessions.
• Collection Operations:
• Supervise tele-calling activities for overdue accounts (soft, hard, and write-off buckets).
• Ensure timely follow-up on delinquent cases and maximize recoveries.

Compliance & Reporting:

• Ensure adherence to RBI and company guidelines for fair practices and customer interactions.
• Maintain accurate MIS and update collection data regularly in the system.
• Prepare and share collection reports, recovery trends, and action plans with management.

Customer Handling:

• Resolve customer disputes and escalate sensitive issues when necessary.
• Educate customers about consequences of default and repayment options available.
• Coordination:
• Liaise with internal departments such as Credit, Legal, and Operations for case closures, settlements, and legal actions.
• Work closely with third-party collection agencies if engaged.

Qualifications & Experience:

• Graduate or Postgraduate in any discipline
• 37 years of experience in collections within NBFC/BFSI sector
• Prior experience as a team leader or supervisory role is a must

Key Skills & Competencies:

• Strong leadership and team-handling skills
• Excellent communication and negotiation abilities
• Excellent in Excel reports, presentation skill
• Analytical thinking and data interpretation
• Conflict resolution and decision-making skills
• Familiarity with collection tools, CRM systems, and recovery norms