Team Leader

Team Leader – Collections

Location: Thodupuzha / Muvattupuzha / Kothamangalam, Kerala
Company: SI Creva Capital Services Private Limited
Department: Collections / Recovery
Employment Type: Full-time, Onsite (Day Shift)

Job Summary

As the Team Leader – Collections, you will oversee and lead a team of collection agents to ensure timely and effective recovery of outstanding loans. You will set targets, monitor performance, provide training, and ensure compliance with legal and company policies. Your goal is to optimize recovery rates while maintaining a positive customer experience and fostering a motivated team environment .

Key Responsibilities

Team Management & Coaching

• Supervise, guide, and mentor a team of 5–15 collection agents
• Plan and resolve scheduling issues, absences, and team attrition

Performance Monitoring & Reporting

• Track key metrics: call volumes, amounts collected, PTP (Promise To Pay), conversion rates, etc.
• Generate timely performance reports (daily/weekly/monthly) and present findings to senior management

Process Optimization

• Analyze collection data to identify improvement areas and implement corrective actions
• Ensure adherence to company policies and applicable debt collection regulations

Training & Quality Assurance

• Conduct onboarding and ongoing training sessions on negotiation techniques, systems, and compliance
• Monitor calls for quality, provide coaching for effective communication, objection handling, and policy compliance

Escalations & Conflict Resolution

• Handle escalated customer issues, disputes, and sensitive high-value accounts
• Act as liaison between your team and senior management to address operational challenges

Qualifications & Skills

Education: Bachelor’s degree in Business, Finance, Commerce, or equivalent

• Experience:
• 3–5 years in loan collections or recovery
• Minimum 1–2 years in a supervisory or team-lead role
• Technical Skills:
• Strong verbal communication and negotiation skills
• Familiarity with collections software or CRM systems
• Proficiency in MS Office (Excel, reports) (SmartRecruiters, Apna)
• Personal Qualities:
• Leadership mindset with ability to motivate teams
• Data-driven and analytical
• Resilient, detail-oriented, and target-focused
• Must comply with regional debt collection practices and ethics

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹28,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus
• Yearly bonus

Work Location: In person