Team Leader

Job Summary

Responsible for leading and managing a team of collection executives to achieve recovery targets, improve collection efficiency, maintain portfolio quality, and ensure compliance with company and client policies.

Key Responsibilities

• Lead, supervise, and motivate a team of collection executives to achieve daily, weekly, and monthly recovery targets.
• Allocate customer accounts and ensure effective follow-up on assigned cases.
• Monitor team performance through daily MIS, productivity reports, collection achievement, and individual KPIs.
• Track DRR (Daily Run Rate), EOD performance, PTPs, collections, and pending cases.
• Review collection cases and guide executives on appropriate customer communication and follow-up strategies.
• Monitor PTP (Promise to Pay) commitments and ensure timely follow-up and payment realization.
• Handle escalated and difficult customer cases and support the team in resolving collection-related issues.
• Conduct regular team briefings, performance reviews, and coaching sessions.
• Identify low-performing employees and provide training and performance improvement guidance.
• Coordinate with clients and internal departments regarding allocations, payment updates, settlements, disputes, and case-related issues.
• Prepare and share daily, weekly, and monthly MIS reports with management and clients.
• Monitor on-book, overdue, settlement, paid, and write-off cases as applicable to the assigned portfolio.
• Ensure accurate updating of collection status, payment details, PTPs, and customer interactions in the CRM.
• Ensure that all collection activities comply with company policies, client guidelines, and applicable regulatory requirements.
• Monitor call quality and customer interactions to maintain professional collection practices.
• Analyze team performance and identify opportunities to improve collection productivity and recovery rates.
• Coordinate with management regarding target achievement, manpower requirements, operational challenges, and process improvements.
• Maintain proper records of team activities, performance, attendance, and operational reports.
• Key SkillsTeam Leadership & People Management
• Collection & Recovery Management
• Target & KPI Management
• Customer Relationship Management
• MIS & Performance Reporting
• PTP & Follow-up Management
• Escalation Handling
• Negotiation & Communication
• Data Analysis & Performance Tracking
• CRM/Dialer Management
• Problem Solving
• Client Coordination
• MS Excel