Team Leader

Job Title: Team Leader – Collections

Role Overview

The Team Leader – Collections is responsible for managing a team of collection agents to ensure timely recovery of outstanding payments while maintaining compliance and customer relationships.

Key Responsibilities

1. Team Management

• Lead, mentor, and motivate a team of collection executives
• Monitor daily performance (calls, recoveries, productivity)
• Conduct regular team meetings and one-on-one reviews
• Handle escalations and support agents in complex cases

2. Collections & Recovery

• Ensure achievement of monthly recovery targets
• Track delinquent accounts and prioritize high-risk cases
• Develop strategies to improve collection efficiency
• Monitor repayment plans and follow-ups

3. Performance Monitoring

• • Analyze KPIs like:

Recovery rate

Roll rates

Call quality & productivity

• • Prepare daily/weekly/monthly reports

• • Identify gaps and implement corrective actions

4. Compliance & Quality

• Ensure adherence to regulatory and company policies
• Monitor calls for quality and compliance standards
• Maintain proper documentation of collection activities

5. Stakeholder Coordination

• Coordinate with internal teams (risk, legal, operations)
• Provide feedback on portfolio performance
• Support audits and reporting requirements

Required Skills & Qualifications

• Graduate (preferred: Finance/Commerce background)
• 3–6 years of experience in collections, with 1–2 years in a leadership role
• Strong communication and negotiation skills
• Good knowledge of collection processes and legal guidelines
• Proficiency in MS Excel and reporting tools

Key Competencies

• Leadership & people management
• Target-driven mindset
• Problem-solving ability
• Conflict resolution
• Data analysis & decision-making

KPIs / Success Metrics

• Monthly collection targets achieved (%)
• Reduction in delinquency / bucket movement
• Team productivity & attendance
• Quality and compliance scores

Work Environment

• May involve high-pressure target-driven environment
• Rotational shifts (depending on process)
• Frequent performance tracking and reporting