Team Leader - Operations

Job Title: Collections Team Leader Location: Shiney Tech Park, 2nd floor, No.71, , Mount Poonamallee Rd, Ekkaduthangal, Chennai, Tamil Nadu 600032 Reports to: Collections Manager / Head of Collections Job Summary: The Collections Team Leader will be responsible for supervising and guiding a team of collection agents to achieve business objectives related to debt recovery, customer service, and adherence to regulatory compliance. The role requires effective team management, performance monitoring, training, and process improvement to optimize the collections process. Key Responsibilities: Lead, motivate, and supervise a team of collection agents to meet monthly and quarterly recovery targets Allocate accounts and monitor team performance, ensuring timely follow-ups and effective debt recovery Provide guidance and coaching to team members; conduct regular feedback sessions and performance appraisals Analyze collection reports/data and generate regular updates to management Resolve escalated customer issues and negotiate with customers as necessary to achieve solutions Ensure compliance with all regulatory requirements and company policies during collection activities Train team members on collection techniques, negotiation skills, customer service, and process adherence Identify and implement process improvements for enhanced efficiency and customer experience Liaise with internal stakeholders and provide inputs for strategic decision-making Maintain accurate records of interactions and collection activities Responsible for maintaining team attrition and shrinkage at optimal levels, ensuring team stability and consistent performance Key Requirements: Minimum Educational Qualification: Graduation (in any discipline) Experience: At least 2 years of experience as a Collections Team Leader, with a proven track record in managing teams in collections/recovery (preferably in banking, NBFC, fintech, or BPO) Excellent leadership, people management, and communication skills Strong analytical abilities and proficiency in MS Office and collection management tools In-depth understanding of collections processes, regulations, and best practices Ability to handle difficult conversations and negotiate confidently Organized, target-oriented, and able to work in a fast-paced environment Desirable Attributes: Certification or training in credit management, collections, or related fields Multilingual skills are an advantage Experience with digital or automated collection platforms 📩 Interested? Apply directly or share your resume at swathi@twomare.com or WhatsApp: 9742078777.