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