We are looking for an experienced Collections Team Leader to drive performance across a dedicated BFSI collections team. You will own daily operations, agent coaching, and client SLA delivery for a high-stakes portfolio of retail lending products.
Ranchi, Jharkhand
Full-Time
Senior / Team Lead
4–7 years experience
Responsibilities
- Lead a team of 15–20 collections agents across early, mid, and late DPD buckets.
- Monitor daily dialer performance, contact rates, promise-to-pay conversions, and right-party contact (RPC) rates.
- Conduct structured daily huddles, weekly 1-on-1 coaching sessions, and monthly performance reviews.
- Ensure 100% compliance with RBI Fair Practice Code — call monitoring, script adherence, and escalation protocols.
- Liaise with client on daily/weekly MIS — ROR, PTP, DPD roll-forward, and bucket performance.
- Identify underperforming agents early and execute targeted improvement plans.
- Work with the analytics team to review propensity scores and adjust calling strategies.
- Handle escalated customer interactions requiring supervisory authority.
Requirements
- 4–7 years in collections operations, with minimum 2 years in a team leader or supervisor role.
- Strong knowledge of BFSI collections — personal loans, home loans, credit cards, or NBFC products.
- Familiarity with RBI Fair Practice Code, TRAI calling regulations, and PMLA guidelines.
- Proficiency with collections dialer platforms (Exotel, Knowlarity, or similar).
- Strong analytical skills — comfortable reading and presenting MIS data.
- Excellent coaching and conflict-resolution skills.
- Graduate degree required; MBA or equivalent preferred.
Nice to Have
- Experience with AI-driven collections prioritisation tools.
- Prior exposure to LMS (Loan Management System) integration.
- Six Sigma Yellow Belt or equivalent process quality certification.
About Ayuda Solutions
Ayuda Solutions is a technology-enabled BPO and intelligent operations company headquartered in Ranchi, India. With 7+ years of delivery excellence, we serve enterprises across 11 industries — from BFSI and healthcare to hi-tech and e-commerce — combining AI automation with expert human operations.
With 800+ professionals, ISO 27001 certification, and a 4.4-star Glassdoor rating, we are a place where careers are built — not just jobs held. 68% of our managers started as team members and grew with us.
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Role Details
DepartmentOperations
LocationRanchi
TypeFull-Time
LevelSenior / Team Lead
Experience4–7 years
What We Offer
Performance bonus up to 30% of CTC
Health insurance — self + family
L&D; budget ₹15,000/year
Ayuda Leadership Rapid-Track eligibility
Flexible shift patterns
📌 Senior Collections Team Leader — BFSI (India)
🏢 Ayuda Solutions
📍 India