Recovery Lead

Key Responsibilities:

• Roster Management: Define weekly offs and planned leaves for the team, allocate backup

resources as needed.

• Performance Management: Track and drive the number of recoveries per resource per day;

align team targets as per assets recovery, follow up on target completion.

• Field Engagement: Conduct field visits with low-performing associates, identify gaps, and align

appropriate training and skillset mapping.

• Reporting: Maintain associate-wise performance records, conduct weekly gate meetings to

discuss performance results, and cascade daily, weekly, and monthly reports to both the team

and management.

• Asset Reconciliation: Oversee reconciliation of company assets within the team.

• Escalation Handling: Manage and resolve customer issues, handle difficult customers, defuse

conflicts, and act as a mediator between customers and the organization.

• Safety Compliance: Ensure 100% issuance and maintenance of safety kits, drive safety kit

hygiene, and uphold high safety standards across team members.

• Task Allocation: Assign tasks as per exceptional or unforeseen situations to ensure business

continuity.

Team Structure & Reporting

• Manage a team of ~30 Recovery Advisors.

Scope & Stakeholder Management

• Responsible for field and back-office operations within specific Circles of the HDO business

unit.

• Collaborate with internal teams (HDO Team, Store) and interact directly with customers.

Performance Metrics

• Recovery rate per resource per day.

• Achievement of recovery targets as aligned with business objectives.

• Completion of follow-ups on team targets.

• Field visits and gap identification for associates.

• Timely and accurate reporting.

Experience & Qualifications

• Minimum 1 to 3 years of relevant experience.

• Any Graduate / Any stream

• Experience handling field teams and handling escalations is preferred.

Skills & Competencies

• Conflict resolution and escalation management.

• Field team leadership and coordination.

• Proficiency in using tools (e.g., AW).

• Strong communication and interpersonal skills.

Escalation & Safety

• Demonstrated experience in escalation handling and safety compliance, especially for field

operations.

• Maintain compliance with organizational safety standards.

Additional Expectations

• Willingness to travel as required.

• Ability to work in shifts and handle crisis situations.

• Adaptability to handle conflicts and exceptional scenarios.