Job Description
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
- 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.
