Collection Team Leader

Job Description: Recovery Lead

Position Overview & Key Responsibilities

The Recovery Lead is a pivotal role responsible for overseeing a team of approximately 30 Recovery Advisors within Circles in HDO. Reporting directly to the Central Project Manager with a dotted-line to Circle-Heads, the Recovery Lead will coordinate both field and office operations to drive performance, manage escalations, and ensure compliance with safety standards.

Key Responsibilities:·        Roster Management: Define weekly offs and planned leaves for the team, allocate backup resources as needed.

·        Performance Management: Track and drive the number of recoveries per resource per day; align team targets as per assets recovery, follow up on target completion.

·        Field Engagement: Conduct field visits with low-performing associates, identify gaps, and align appropriate training and skillset mapping.

·        Reporting: Maintain associate-wise performance records, conduct weekly gate meetings to discuss performance results, and cascade daily, weekly, and monthly reports to both the team and management.

·        Asset Reconciliation: Oversee reconciliation of company assets within the team.

·        Escalation Handling: Manage and resolve customer issues, handle difficult customers, defuse conflicts, and act as a mediator between customers and the organization.

·        Safety Compliance: Ensure 100% issuance and maintenance of safety kits, drive safety kit hygiene, and uphold high safety standards across team members.

·        Task Allocation: Assign tasks as per exceptional or unforeseen situations to ensure business continuity.

Team Structure & Reporting·        Manage a team of ~30 Recovery Advisors.

Scope & Stakeholder Management·        Responsible for field and back-office operations within specific Circles of the HDO business unit.

·        Collaborate with internal teams (HDO Team, Store) and interact directly with customers.

Performance Metrics·        Recovery rate per resource per day.

·        Achievement of recovery targets as aligned with business objectives.

·        Completion of follow-ups on team targets.

·        Field visits and gap identification for associates.

·        Timely and accurate reporting.

Experience & Qualifications·        Minimum 2 to 4 years of relevant experience.

·        Any Graduate / Any stream

·        Experience handling field teams and handling escalations is preferred.

Skills & Competencies·        Conflict resolution and escalation management.

·        Field team leadership and coordination.

·        Proficiency in using tools (e.g., AW).

·        Strong communication and interpersonal skills.

Escalation & Safety·        Demonstrated experience in escalation handling and safety compliance, especially for field operations.

·        Maintain compliance with organizational safety standards.

Additional Expectations·        Willingness to travel as required.

·        Ability to work in shifts and handle crisis situations.

·        Adaptability to handle conflicts and exceptional scenarios.