Credgenics - Team Leader - Digital Collections

Reports to : Digital Collections Manager / Assistant Manager

• Experience : 3-4 years in a relevant field, with a strong preference for experience in digital collections or digital marketing / campaign management.
• Job Summary : The Digital Collections Team Leader is responsible for managing and motivating a team of digital collections specialists to achieve performance targets.
• This role involves developing and executing digital collections strategies, analyzing campaign performance, and ensuring a positive customer experience.
• The ideal candidate will have a strong understanding of digital marketing channels, excellent analytical skills, and a proven ability to lead a team.
• While direct collections experience is a plus, candidates with a strong background in digital campaign management and client handling are highly encouraged to apply.

Key Responsibilities :

Team Leadership & Management :

• Lead, mentor, and coach a team of digital collections agents to meet and exceed key performance indicators (KPIs).
• Conduct regular performance reviews and provide constructive feedback.
• Foster a positive and high-performance work environment.
• Monitor team performance, ensuring adherence to quality standards and compliance protocols.

Digital Collections Strategy & Execution :

• Develop and implement effective digital collections campaigns across various channels such as email, SMS, social media, and chat.
• Analyze campaign data to identify trends, optimize strategies, and improve recovery rates.
• Utilize data analytics to segment customer portfolios and tailor communication strategies.
• Collaborate with the analytics team to build and refine digital collections models.

Data Analysis & Reporting :

• Demonstrate strong proficiency in Microsoft Excel to track team performance, analyze campaign results, and create comprehensive reports.
• Prepare and present regular performance reports using PowerPoint for senior management and clients.
• Analyze data to identify opportunities for process improvements and strategic enhancements.

Client & Stakeholder Management :

• Serve as a key point of contact for clients, handling inquiries and providing regular updates on collection performance.
• Build and maintain strong relationships with internal and external stakeholders.
• Present performance insights and strategic recommendations to clients in a clear and compelling manner.

Process Improvement & Compliance :

• Identify and implement process efficiencies to streamline digital collections operations.
• Ensure all collections activities comply with regulatory requirements and company policies.
• Stay updated with industry trends and best practices in digital collections and customer engagement.

Required Skills and Qualifications :

• Degree in Business, Marketing, Finance, or a related field.
• 3-4 years of professional experience, with a strong preference for a background in digital marketing, campaign management, or collections.
• Proven experience leading a team.
• Excellent analytical skills with a strong proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, advanced formulas).
• Proficiency in creating compelling presentations using PowerPoint.
• Exceptional communication and interpersonal skills.

(ref : iimjobs.com)