Collection Sr. Team Leader

Job Summary:

Senior Team Leader Collections & Recovery

Key Responsibilities:

• Lead and manage a team of collection officers, setting clear goals, KPIs, and performance expectations.
  
• Develop and implement effective debt recovery strategies tailored to different risk segments and delinquency buckets.
  
• Monitor team performance through regular reports and dashboards; identify and resolve performance gaps.
  
• Handle escalated customer cases, disputes, and complex negotiations with professionalism and tact.
  
• Ensure the team adheres to all legal and regulatory compliance standards (e.g., FDCPA, GDPR, RBI guidelines, etc.).
  
• Conduct regular coaching sessions, performance reviews, and training to continuously develop team capability.
  
• Collaborate with internal departments such as Risk, Legal, and Customer Service to facilitate recoveries and manage account resolutions.
  
• Analyze portfolio trends, customer behavior, and risk indicators to propose improvements in strategy and operations.
  
• Support automation, process enhancements, and system upgrades to increase collection efficiency.
  
• Maintain accurate documentation and records in the collection system or CRM software.
  

Key Skills & Competencies:

• Strong leadership and team management skills
  
• Proven knowledge of debt recovery practices and delinquency management
  
• Excellent negotiation and customer handling skills
  
• Analytical and data interpretation capabilities
  
• Sound knowledge of collections tools and CRM systems (e.g., SAP, Tally, Oracle, or others)
  
• High level of integrity, resilience, and professionalism
  
• Ability to work under pressure and meet aggressive targets
  
• Knowledge of regulatory and legal aspects of collections
  

Qualifications & Experience:

• Bachelor’s degree in Finance, Business Administration, or a related field (MBA preferred)
  
• 5+ years of experience in collections, with at least 2 years in a team leadership role
  
• Experience in financial services, NBFC, telecom, or banking sectors preferred