Collection Team Leader

We are looking for a Collection Team leader to oversee a team responsible for recovering outstanding payments, achieving monthly targets, ensuring regulatory compliance, and maintaining strong customer relations. This role blends leadership, strategy, and hands-on recovery operations. **Key Responsibilities** 1. Target Achievement & Strategy * Drive B2C collections to meet/exceed monthly recovery goals; analyze performance metrics (e.g., Collection Efficiency, bucket resolution) and execute correct actions * Develop effective collection strategies for different account segments.

2\. Team Leadership & Coaching * Lead and mentor collection agents; conduct 1:1s, team meetings, performance reviews and training sessions. * Monitor attrition and shrinkage; implement retention and contingency plans. 3\. Customer Accounts & Recovery * Manage escalations, sensitive cases, and high-risk accounts, including negotiation of payment plans and settlements 4\. Reporting & Analytics * Track KPIs: calls made, aging buckets, attrition/shrinkage rates, customer satisfaction. * Deliver regular operational reports, root cause analyses, and improvement plans.

4\. Compliance, Audit & Documentation * Ensure full adherence to internal policies, legal/regulatory frameworks, and audit standards. 5\. Process & Operational Excellence * Identify and implement process improvements, new tools or technologies to enhance efficiency and reduce costs. * Share knowledge and best practices with cross-functional teams. **Required Skills & Competencies** Functional * 3-4 years in a collection role, minimum 1-2 years in leadership. * Strong negotiation, communication, and conflict-resolution abilities . * Resilience under pressure; manages ambiguity in complex/dynamic environments. **Qualifications** * Bachelors degree in business, finance, or related field preferred; equivalent experience may qualify . **Key Performance Metrics** * Monthly & cumulative collections vs targets. * Reduction in delinquency aging * Team attrition and shrinkage control. * Compliance and call-quality audit scores. * Customer satisfaction and dispute resolution rates.