Team Lead – Collections & Retention Department: Collections & Retention Reports To: Assistant Manager – Collections & Retention Location: Remote US hours, 9.5 hrs, 5 days working JOB PURPOSE The Team Lead – Collections & Retention is responsible for driving the day-to-day performance of a team of Collections/Retention Executives, ensuring recovery and retention targets are met while maintaining service quality, compliance, and a positive customer experience. The role acts as the first line of people management, coaching, and escalation handling within the collections floor. KEY RESPONSIBILITIES Team Management & Performance Supervise a team of 10–20 Collections/Retention Executives, monitoring daily productivity, call quality, and adherence to schedule. Set and track individual and team targets for collections, retention, resolution rate, and SLA compliance. Conduct regular one-on-ones, huddles, and performance reviews; provide real-time coaching and feedback. Identify skill gaps and coordinate refresher training with the Training/Quality team. Collections & Retention Operations Drive portfolio-level collection and retention strategies to minimize delinquency and customer attrition. Handle escalated and high-value customer cases, negotiating settlements or retention offers within approved limits. Monitor daily/weekly/monthly recovery and retention MIS, flagging deviations to the Assistant Manager. Ensure accurate logging of customer interactions, promises-to-pay, and dispositions in the collections system.



Compliance & Quality Ensure all recovery and retention communication adheres to regulatory guidelines, internal policy, and code of conduct. Monitor call/chat quality scores and drive corrective action for non-compliant interactions. Support internal and external audits by ensuring documentation and records are accurate and complete. Reporting & Coordination Prepare and share daily performance dashboards and root-cause analysis for shortfalls with management. Liaise with Quality, Training, WFM, and Compliance teams to resolve floor-level issues. Escalate systemic customer issues, process gaps, or high-risk accounts to the Assistant Manager promptly. REQUIRED SKILLS & QUALIFICATIONS. 4-5 years of experience in collections, recovery, or retention, with at least 1 year in a team-handling/supervisory role. Robust understanding of collections/retention processes, negotiation techniques, and objection handling. Working knowledge of relevant regulatory and compliance guidelines applicable to collections/recovery. Proficiency with collections/CRM systems, dialers, and MS Excel for reporting. Excellent communication, coaching, and people-management skills. Ability to work under pressure and manage escalations calmly and effectively. KEY PERFORMANCE INDICATORS (KPIS) Team collection/recovery achievement vs. target Retention/save rate for at-risk accounts SLA and first-response/resolution turnaround time Call/chat quality and compliance scores Team attrition and adherence to schedule

📌 Team Lead – Collections & Retention (Bengaluru)
🏢 r3 Consultant
📍 Bengaluru