Collection Team Leader

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.