The Team Leader – FOS is responsible for managing and supervising a team of Field Officers to ensure efficient debt recovery and collection activities. This role involves strategizing field visits, monitoring team performance, and ensuring compliance with company policies and regulatory guidelines while maintaining a customer-centric approach.

• Key Responsibilities:1. Team Management & Supervision:Lead, guide, and motivate a team of Field Officers (FOS) to achieve collection targets.
• Allocate daily field visits and ensure optimal route planning for efficiency.
• Monitor team performance, provide feedback, and conduct regular reviews.
• Conduct training sessions to enhance team skills in negotiation, customer handling, and compliance.
• 2. Collection & Recovery Operations:Oversee field collections and recovery efforts for overdue accounts.
• Ensure timely follow-ups and escalations as per company policies.
• Assist the team in resolving complex cases and negotiating settlements.
• Maintain a balance between customer experience and collection efficiency.
• 3. Compliance & Documentation:Ensure adherence to regulatory and compliance norms (RBI guidelines, Fair Debt Collection Practices, etc.).
• Verify and approve field reports, collection receipts, and settlements.
• Maintain accurate records of field visits, customer interactions, and feedback.
• 4. Stakeholder Coordination:Collaborate with internal teams, including Credit, Legal, and Operations, for case resolutions.
• Coordinate with external agencies/vendors for field collection activities if required.
• Ensure smooth communication between the field team and the central collections department.
• 5. Reporting & Analytics:Track and analyze collection trends to improve strategies.
• Prepare and submit daily/weekly/monthly reports on field collection performance.
• Provide insights and recommendations to enhance field efficiency.
• Key Skills & Competencies:Strong leadership and team management skills.
• Excellent communication and negotiation abilities.
• Problem-solving and decision-making skills.
• Knowledge of collection processes and regulatory guidelines.
• Proficiency in MS Excel, CRM tools, and field tracking applications.