Position: Team Leader / Supervisor Banking & NBFC Collections

Department

Operations Collections

Job Purpose To lead and supervise a team of Collection Executives engaged in telephonic and/or field collections for Banking and NBFC portfolios. The incumbent will be responsible for driving collection performance, ensuring regulatory compliance, maintaining portfolio quality, coaching team members, and achieving productivity and recovery targets while delivering a professional customer experience.

Key Responsibilities

Team Management

- Lead, motivate, mentor and monitor a team of Collection Executives.
- Allocate portfolios and ensure optimum utilization of available resources.
- Conduct daily team huddles, briefings and performance reviews.
- Provide regular coaching, counselling and constructive feedback to improve team performance.
- Maintain discipline, attendance and adherence to organizational policies.

Collection Operations

- Ensure achievement of monthly, weekly and daily collection and recovery targets.
- Monitor calling quality, follow-up effectiveness and promise-to-pay (PTP) conversions.
- Review delinquent accounts and formulate recovery strategies.
- Ensure timely escalation of critical and high-risk accounts.
- Monitor productivity parameters including login hours, talk time, contacts, collections, PTPs and conversion ratios.

Client & Process Compliance

- Ensure strict adherence to RBI guidelines, client policies, DRA Code of Conduct and all applicable regulatory requirements.
- Ensure compliance with quality standards, data confidentiality and information security guidelines.
- Maintain complete and accurate documentation and collection records.

Performance Monitoring & Reporting

- Prepare and share daily, weekly and monthly MIS reports.
- Analyze team performance and identify improvement opportunities.




- Track KPIs including recovery percentage, roll rates, cure rates, RPC, PTP kept, productivity and quality scores.
- Recommend process improvements to enhance operational efficiency.

Training & Development

- Train new team members on products, collection techniques, negotiation skills, compliance requirements and system usage.
- Conduct refresher sessions and on-the-job coaching.
- Identify training needs and recommend development initiatives.

Stakeholder Management

- Coordinate with Operations Managers, Quality, HR, Training, IT and Client representatives for smooth operations.
- Ensure timely resolution of operational issues impacting team performance.

Key Performance Indicators (KPIs)

- Collection Target Achievement
- Recovery Percentage
- PTP Conversion & Kept Percentage
- Right Party Contact (RPC)
- Team Productivity
- Quality & Compliance Score
- Attendance & Attrition Control
- Customer Complaint Resolution
- Portfolio Delinquency Improvement
- Client Satisfaction

Educational Qualification

- Graduate in any discipline. MBA or equivalent qualification will be an added advantage.

Preferred candidate Profile

Essential Requirements

- Experience in managing collection teams handling Banking and/or NBFC portfolios.
- Strong understanding of collection lifecycle, delinquency buckets and recovery strategies.
- Excellent leadership, coaching and people management skills.
- Strong communication, negotiation and conflict-resolution abilities.
- Valuable analytical skills with the ability to interpret MIS reports and drive performance improvements.
- Sound knowledge of RBI regulations, DRA Guidelines and collection compliance requirements.
- Proficiency in MS Excel, reporting tools and collection management systems.
- Ability to work under pressure and consistently achieve collection targets.
- High level of integrity, professionalism and customer orientation.

📌 Collection Team Lead (New Delhi)
🏢 Hi Tek Syndicate
📍 New Delhi