Collections Team Leader

Job Title: Collection Team Leader – In-House

Department: Collections

Reporting To: Collections Manager

Location: Ashok Nagar, Bangalore – Castle Street

Job Summary

The Collection Team Leader is responsible for managing and driving the performance of the in-house collections team to ensure timely recovery of overdue accounts while maintaining strict compliance with RBI guidelines and company policies. The role includes monitoring team productivity, ensuring quality customer interactions, minimizing roll-forward rates, and controlling delinquency across assigned buckets.

Key Responsibilities

1️⃣ Team Management

• Lead from the front, supervise, and motivate a team of collection executives.
• Allocate portfolios in dashboard for early collections and bucket-wise cases daily basis (1–15 / 16–30 / 31–60 / 61–90 / 90–120 / 120+ DPD).
• Conduct daily briefings and regular performance reviews.
• Monitor attendance, discipline, and adherence to calling hours.
• Identify low performers, provide coaching and training, and implement performance improvement plans (PIP) where required.

2️⃣ Collection Performance

• Achieve daily and monthly recovery targets assigned by the Manager.
• Reduce delinquency levels and control roll-forward rates.
• Ensure daily follow-up and tracking of PTP (Promise to Pay) commitments.
• Monitor recovery efficiency and productivity per executive.
• Escalate high-risk or sensitive cases to the Manager on priority.
• Send whatsapp campaigns and SMS campaigns / voice blast campaigns hourly basis for bettter connectivity

3️⃣ Compliance & Quality

• Ensure strict adherence to RBI collection guidelines and company code of conduct.
• Ensure no harassment, abusive language, or non-compliant practices.
• Monitor call quality and conduct regular audits of call recordings.
• Ensure proper documentation and system updates of customer interactions.
• Coordinate with the Grievance Team for complaint resolution and closure within TAT.

4️⃣ Reporting & MIS

• Prepare daily, weekly, and monthly performance reports.
• Share MIS reports with the Manager on a daily basis.
• Track DPD movement and bucket efficiency.
• Maintain reports on grievance cases, legal cases, and written-off accounts (if applicable).
• Share performance insights and improvement plans with the Manager.
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5️⃣ Coordination

• Work closely with the Credit Team for risk assessment and account updates.
• Coordinate with the Customer Grievance Team and maintain related data records.
• Support internal audits and compliance checks as required.

Eligibility Criteria

• Graduate (Any discipline; Finance preferred)
• 3–5 years of experience in NBFC/Bank collections
• Minimum 1–2 years of team handling experience
• Strong knowledge of DPD buckets and recovery processes
• Good communication and leadership skills

Key Skills

• Team leadership
• Target orientation
• Strong negotiation skills
• Conflict handling & objection management
• MIS reporting & Excel proficiency(VLOOKUP/PIVOT TABLE/
• Compliance awareness (RBI guidelines)

KPIs (Performance Metrics)

• Collection Efficiency %
• Rollforward Rate Control
• PTP Conversion Ratio
• Team Productivity
• Complaint Ratio
• Attrition Control