Team Leader -Debt Collection

Job Summary

We are seeking an experienced and result-oriented Debt Recovery Team Leader to lead a team of collection executives. The ideal candidate will be responsible for achieving collection targets, improving team productivity, ensuring compliance with company and client guidelines, and maintaining high-quality customer interactions.

Key Responsibilities

• Lead, supervise, and motivate a team of Collection Executives/Telecallers.
• Allocate daily accounts and monitor team performance.
• Ensure achievement of daily, weekly, and monthly collection targets.
• Monitor collection efficiency, promise-to-pay (PTP) conversions, and recovery ratios.
• Conduct daily team huddles and performance reviews.
• Coach and train team members on negotiation and recovery techniques.
• Handle escalated customer cases and resolve complex collection issues.
• Ensure adherence to RBI guidelines, company policies, and client compliance requirements.
• Monitor call quality and provide regular feedback for improvement.
• Prepare and share daily MIS, productivity reports, and collection performance reports.
• Coordinate with Operations, Quality, HR, and clients to improve overall performance.
• Maintain discipline, attendance, and team engagement.

Required Qualifications

• Minimum 1–2 years of experience as a Team Leader.
• Experience in Personal Loan (PL), Business Loan (BL), Home Loan (HL), Credit Card, or other retail loan collections is preferred.
• DRA certification will be an added advantage.

Required Skills

• Strong leadership and team management skills.
• Excellent communication and negotiation abilities.
• Good analytical and problem-solving skills.
• Knowledge of collection processes, skip tracing, and recovery strategies.
• Proficiency in Microsoft Excel and MIS reporting.
• Ability to work under pressure and meet collection targets.
• Customer handling and conflict resolution skills.

Key Performance Indicators (KPIs)

• Collection Target Achievement (%)
• Recovery Amount
• PTP Conversion Rate
• Roll Rate Reduction
• Productivity per Executive
• Call Quality Score
• Team Attendance and Attrition
• Compliance Score
• Client Satisfaction