Process Team Leader – Collections

Company: Tata Group | Department: Collections & Recovery / Operations

Reporting To: Collection Manager / Operations Head

Job Purpose

Lead a team of collection executives to achieve recovery targets, control delinquency/NPAs, resolve customer issues, and ensure strict adherence to RBI guidelines, internal policies, and Tata Code of Conduct.

Key Responsibilities

- Manage and mentor a team of 10–15 collection executives/tele-callers.

- Allocate accounts across DPD buckets and monitor daily productivity and recovery performance.

- Drive monthly collection, resolution, roll-back, and flow-rate targets.

- Track delinquent/high-value accounts and take corrective action to improve recovery.

- Handle customer escalations, disputes, and complex default cases.

- Ensure compliance with RBI guidelines, Fair Practice Code (FPC), and Tata Code of Conduct (TCOC).

- Maintain accurate records of customer interactions, PTPs, receipts, and collection activities.

- Prepare and monitor daily/weekly MIS, allocation, productivity, and TAT reports.

- Coordinate with Credit, Legal, Risk,



and Field/Agency teams for recovery and legal actions.

- Coach team members on negotiation, objection handling, customer communication, and process adherence.

Key KPIs

- Bucket-wise Target vs. Actual Recovery

- Roll-back & Resolution Rate

- Team Productivity & PTP Conversion

- Portfolio Delinquency/Flow Rate

- Audit & Compliance Score

- Customer Escalation Resolution TAT

Qualifications & Requirements

- Graduate in Finance, Commerce, Business, or related field.

- 3–6 years of retail collections experience, including 1–2 years in a Team Lead/Supervisory role.

- Experience in PL, LAP, Auto Loans, Credit Cards, or Telecom Collections preferred.

- Strong MS Excel & MIS skills including VLOOKUP and Pivot Tables.

- Knowledge of CRM, Dialers, LMS, SAP/Oracle preferred.

- Solid leadership, negotiation, communication, and conflict-resolution skills.

- Good understanding of ethical collection practices and regulatory compliance.

📌 Team Leader (Ahmedabad)
🏢 Prime Teleservices Private
📍 Ahmedabad