Team Leader- Collections / Recovery

Responsibilities:

1. Manage 90+ DPD/NPA portfolio and prioritize high-risk cases for recovery.
2. Allocate cases to team members and monitor daily collection performance.
3. Coach, mentor, and supervise telecallers to achieve targets.
4. Handle escalated or critical accounts and negotiate settlements/repayment plans.
5. Ensure compliance with RBI guidelines and ethical collection practices.
6. Maintain accurate documentation, settlement letters, and system updates.
7. Coordinate with Legal, Credit, Risk, and external agencies for appropriate actions.
8. Prepare and review daily/weekly MIS reports and track bucket movement.
9. Use data insights to improve strategies and reduce NPA levels.
10. Track key KPIs like recovery %, PTP kept, roll-back rates, and team productivity.

Are you Someone with:

1. Education: Any Graduate / HSC qualified.
2. Experience: Minimum 2+ years in Collections, preferably in 60+/90+ DPD or NPA bucket.
3. Team Handling: Proven experience in leading and managing a collections team.
4. Skills: Strong people management, communication, negotiation, and conflict-handling skills.
5. Process Knowledge: Good understanding of collection strategies, compliance norms, and basic legal processes.
6. Tech & Reporting: Proficiency in CRM/collection systems, Excel, and MIS reporting.
7. Behavioural Traits: Target-driven, analytical, disciplined, and able to handle pressure and critical cases effectively.

In Summary

Responsible for managing 90+ DPD / NPA portfolios, driving recovery performance, and ensuring efficient allocation and follow-up of high-risk cases.

Leads a team of telecallers/field staff to achieve recovery targets, maintain compliance, and ensure accurate documentation and MIS reporting.

Acts as the escalation point for critical accounts, handles negotiations, and coordinates with legal, credit, and agency partners for effective resolution.

Proficiency

1. Experience: 2+ years in collection operations with hands-on 60+/90+ DPD or NPA experience.
2. Team Leadership: Proven ability to manage, coach, and drive a collections team.
3. Systems & Reporting: Proficient in CRM/collection software, Excel, and preparation of MIS reports.
4. Process Knowledge: Strong understanding of collection strategies, RBI compliance norms, and basic legal procedures.

Key Competencies

1. Strong communication, negotiation, and persuasion skills.
2. Excellent people management and conflict-resolution abilities.
3. Target-focused with a proven ability to deliver recovery and roll-back results.
4. Good analytical skills for portfolio assessment, PTP tracking, and risk identification.
5. Ability to manage critical, escalated, or high-value NPA accounts.
6. High integrity with adherence to ethical collection practices.
7. Capability to work under pressure and manage large-volume portfolios efficiently.

Other

1. Ability to coordinate with Legal, Credit, Risk, and external agencies for escalated actions.
2. Strong discipline in maintaining documentation, settlement letters, and system updates.
3. Readiness for field visits or coordination when required for critical cases.
4. Flexible and adaptive to new tools, processes, and strategy improvements.
5. Reliable, punctual, and committed to overall NPA reduction and bucket improvement.