Collection team lead

This role is for one of the Weekday's clients

Min Experience: 4 years

Location: Mumbai

JobType: full-time

As a Collection Team Lead, you will be responsible for setting targets, monitoring daily performance, coaching team members, and implementing effective collection strategies across assigned portfolios. This role requires a balance of operational execution, analytical thinking, and leadership to deliver consistent outcomes in a fast-paced environment.

Key Responsibilities

• Lead, manage, and motivate a team of collection agents to achieve daily, weekly, and monthly collection targets.
• Monitor team performance through call audits, field reviews (if applicable), and MIS reports to ensure productivity and quality standards are met.
• Develop and implement effective collection strategies to reduce delinquency and improve recovery rates across various aging buckets.
• Provide regular coaching, training, and feedback to team members to enhance negotiation skills, compliance, and customer handling.
• Handle escalated or complex customer cases, disputes, and high-value accounts to ensure resolution while maintaining customer goodwill.
• Ensure adherence to company policies, compliance standards, and regulatory guidelines related to collections and customer communication.
• Prepare and analyze daily and monthly MIS reports, identify trends, and share actionable insights with management.
• Coordinate with internal stakeholders such as credit, customer service, operations, and legal teams to resolve issues and improve overall collection efficiency.
• Support hiring, onboarding, and performance management of team members, including appraisals and corrective action planning.
• Continuously identify process gaps and recommend improvements to enhance team efficiency and customer experience.

Required Skills & Qualifications

• 4–8 years of experience in collections, with at least 1–2 years in a team lead or supervisory role.
• Strong knowledge of collection processes, delinquency management, and recovery strategies.
• Proven experience in managing and driving performance of collection teams.
• Excellent communication, negotiation, and conflict resolution skills.
• Ability to analyze data, track KPIs, and make data-driven decisions.
• High level of integrity with a strong understanding of compliance and ethical collection practices.
• Proficiency in MS Excel and experience working with CRM or collection management systems.

Preferred Qualifications

• Experience in BFSI, NBFC, fintech, telecom, or consumer lending environments.
• Graduate degree in any discipline (MBA or relevant certifications are a plus).