Collection Team Leader

We are looking for a Collection Team leader to oversee a team responsible for recovering outstanding payments, achieving monthly targets, ensuring regulatory compliance, and maintaining strong customer relations. This role blends leadership, strategy, and hands-on recovery operations.

Key Responsibilities

• Target Achievement & Strategy
• Drive B2C collections to meet / exceed monthly recovery goals; analyze performance metrics (e.g., Collection Efficiency, bucket resolution) and execute correct actions
• Develop effective collection strategies for different account segments.
• Team Leadership & Coaching
• Lead and mentor collection agents; conduct 1 : 1s, team meetings, performance reviews and training sessions.
• Monitor attrition and shrinkage; implement retention and contingency plans.
• Customer Accounts & Recovery
• Manage escalations, sensitive cases, and high-risk accounts, including negotiation of payment plans and settlements
• Reporting & Analytics
• Track KPIs : calls made, aging buckets, attrition / shrinkage rates, customer satisfaction.
• Deliver regular operational reports, root cause analyses, and improvement plans.
• Compliance, Audit & Documentation
• Ensure full adherence to internal policies, legal / regulatory frameworks, and audit standards.
• Process & Operational Excellence
• Identify and implement process improvements, new tools or technologies to enhance efficiency and reduce costs.
• Share knowledge and best practices with cross-functional teams.

Required Skills & Competencies

Functional

Qualifications

Key Performance Metrics

Skills Required

Negotiation, Regulatory Compliance, Process Improvements