Team Leader – Collections

Department: Collections & Recovery

Job Type: Full time

Experience: Minimum 2 years in Collections & Recovery

Team Leader Experience: Minimum 6 months in a Team Leader / Supervisory role

Salary: ₹3,60,000 – ₹4,80,000 per annum

Incentives: Performance-linked incentives applicable

Job Summary

We are hiring a Team Leader – Collections to supervise and manage a team of telecallers and/or field collection agents.

The role involves monitoring collection performance, achieving recovery targets, coaching team members, maintaining MIS reports, coordinating field activities, and ensuring compliance with applicable collection guidelines.

Candidates should have hands-on experience in both telecalling and field collections, preferably within a banking or NBFC environment.

Key ResponsibilitiesTeam Management and Collections

- Supervise a team of 8–15 telecallers and/or field collection agents.
- Monitor daily collection activities and recovery targets.
- Implement collection strategies to improve recoveries and reduce delinquencies.
- Conduct daily team briefings and target-setting sessions.
- Conduct end-of-day performance reviews.
- Coach team members on customer handling, negotiation, and collection techniques.
- Identify performance gaps and provide guidance to improve productivity.

Telecalling Operations
- Monitor dialer allocation and utilization of calling hours.
- Monitor call quality and adherence to approved calling scripts.
- Ensure collection activities follow company policies and applicable guidelines.
- Coordinate with the operations team for data allocation and updates.

MIS and Reporting
- Maintain daily MIS reports covering collection performance and productivity.
- Track individual agent performance and target achievement.




- Ensure accuracy of collection and performance data.
- Submit regular performance updates to the reporting manager.

Field Coordination
- Plan and coordinate field visits for high-risk or hard-to-contact customers.
- Monitor documentation of field visits and follow-ups.
- Track Promise to Pay (PTP) commitments.
- Coordinate between telecalling and field collection teams.

Compliance and Customer Handling
- Ensure adherence to applicable collection guidelines and company policies.
- Ensure customer interactions are handled professionally.
- Handle customer escalations appropriately.
- Report compliance-related issues to the reporting manager.

Required Qualifications
- Minimum 2 years of experience in Collections & Recovery.
- Experience in a banking or NBFC environment is required.
- Minimum 6 months of experience in a Team Leader, Senior Agent, or Supervisory role.
- Hands-on experience in both telecalling and field collections is mandatory.
- Familiarity with dialer systems and collection workflows.
- Basic Excel knowledge for MIS tracking and reporting.
- Strong communication and interpersonal skills.
- Good team management and motivational skills.
- Working knowledge of RBI guidelines and fair collection practices.

Preferred Qualifications
- Graduate in any discipline.
- Finance, Commerce, or Business graduates are preferred.
- DRA Certification is preferred.
- Experience with PTP management and bucket-wise reporting.
- Experience tracking agent productivity.
- Strong problem-solving skills.
- Ability to work in a target-oriented environment.

Interested candidates can apply through Indeed. Shortlisted candidates will be contacted regarding the selection process.

CONTACT HR NIKITA:(phone hidden)

Pay: ₹20,000.00 - ₹39,000.00 per month

Work Location: In person

📌 Team Leader – Collections (Thane)
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📍 Thane