Collection Team Leader

The Debt Recovery Team Leader is responsible for supervising and guiding a team of collection agents to achieve recovery targets while ensuring compliance with company policies, legal regulations, and ethical collection practices. The role involves performance management, coaching, reporting, and driving operational efficiency.

• Key Responsibilities

1. Team Management & LeadershipLead, supervise, and motivate a team of debt collection agents.

• Set daily, weekly, and monthly recovery targets.
• Monitor team performance against KPIs (PTP, RPC, recovery rate, roll rate, etc.).
• Conduct regular team meetings and performance reviews.
• Provide ongoing coaching, training, and feedback.

2. Operations & Recovery ManagementAllocate accounts effectively based on agent skill level and delinquency stage.

• Ensure timely follow-up on delinquent accounts.
• Review high-value or escalated cases and take necessary action.
• Approve settlements, payment plans, or restructuring within delegated authority.
• Track and improve recovery ratios and minimize bad debt.

3. Compliance & Quality AssuranceEnsure adherence to local debt collection laws and regulatory guidelines.

• Monitor call quality and ensure ethical collection practices.
• Handle customer complaints and escalations professionally.
• Ensure documentation accuracy in CRM/collection systems.

4. Reporting & AnalysisPrepare daily/weekly/monthly recovery performance reports.

• Analyze portfolio performance and identify improvement strategies.
• Present insights and action plans to management.

5. Stakeholder CoordinationCoordinate with legal, field recovery, and skip-tracing teams.

• Liaise with clients (banks/NBFCs/financial institutions) as required.
• Support audits and compliance reviews.
• Key Performance Indicators (KPIs)Recovery Rate (%)
• Collection Target Achievement
• Promise-to-Pay (PTP) Conversion
• Rollback Ratio
• Call Quality & Compliance Score
• Team Productivity Metrics