Collection Team Leader

*Job Description* : Collection Team Leader

*Position Title* : Collection Team Leader

*Department* : Collections & Recovery

*Reports To* : Collections Manager / Operations Manager

*Location* : Laxmi Nagar & Rajendra Place, Delhi

*Job Summary:*

The Collection Team Leader will be responsible for managing, guiding, and motivating a team of collections agents to achieve the company’s debt recovery goals. The ideal candidate will possess strong leadership skills, a deep understanding of collection processes, and a focus on team performance and regulatory compliance.

Key Responsibilities:

*Team Leadership & Supervision:*

Lead, mentor, and motivate a team of collection agents to achieve and exceed performance targets.

Conduct regular team meetings to review performance, address challenges, and develop strategies for improvement.

Provide guidance and support to agents on escalated cases, ensuring timely and effective resolution of complex or sensitive issues.

Ensure that all team members are adequately trained on collection techniques, company policies, and legal requirements.

Continuously monitor and evaluate team performance, providing regular feedback, coaching, and conducting performance reviews.

Cultivate a positive, results-driven team culture that emphasizes collaboration and customer satisfaction.

Collection Strategy & Performance Management:

Develop and implement effective collection strategies to maximize recovery rates while maintaining a high level of customer satisfaction.

Set individual and team performance targets, including metrics such as call volumes, recovery rates, and quality assurance scores.

Track and analyze team performance, identifying areas for improvement and taking corrective actions as needed.

Provide detailed reports on team performance to senior management and offer recommendations for process improvements.

Compliance & Risk Management:

Ensure that all collections activities comply with relevant laws, regulations, and internal company policies.

Perform regular audits to ensure that collection practices follow ethical guidelines and industry best practices.

Stay updated on industry regulations and changes to relevant legislation that may affect collections.

Enforce proper documentation and reporting standards for all collection activities, ensuring compliance with legal and company requirements.

Customer Relationship Management:

Oversee customer interactions, ensuring that agents handle sensitive financial matters with professionalism, empathy, and respect.

Effectively manage escalated customer complaints, resolving disputes quickly and professionally.

Strive to balance maximizing collections with maintaining positive customer relationships to promote long-term customer retention.

Continuous Improvement & Process Enhancement:

Identify and implement opportunities for process improvements to enhance team productivity and outcomes.

Train the team on new tools, systems, and best practices in the collections industry.

Collaborate with other departments (e.g., Operations, IT, Legal) to resolve systemic issues and improve overall collection processes.

Reporting & Documentation:

Prepare and present weekly, monthly, and quarterly performance reports to senior management.

Maintain accurate and up-to-date records of team activities, customer interactions, and outcomes.

Ensure that all necessary documentation is completed in a timely and compliant manner.

Key Qualifications:

Education: Bachelor's degree in Business Administration, Finance, Accounting, or a related field (or equivalent experience).

Experience:

Minimum of 2 to 5 years of experience in collections, with at least 2 years in a supervisory or leadership role.

Proven track record of managing a collections team and driving performance improvements.

Experience with collection software, CRM tools, and reporting systems.

Skills:

Strong leadership and people management skills.

Excellent communication and interpersonal abilities.

Strong analytical skills with the ability to make data-driven decisions.

In-depth knowledge of debt recovery regulations and industry best practices.

Working Conditions:

Full-time position with standard working hours from 9:00 AM to 6:00 PM, Monday to Friday.

Occasional overtime or weekend work may be required based on business needs.

Based in Laxmi Nagar & Rajendra Place, Delhi.

Ability to work in a fast-paced and high-pressure environment.

Compensation & Benefits:

Competitive salary based on experience.

Performance-based incentives and bonuses.

Comprehensive health benefits (medical, dental, vision).

Retirement plans and other employee perks.

Paid time off, sick leave, and holiday benefits.

Opportunities for professional development and career growth within the company.