Job Description: Team Lead, Loan Recovery & Collections
Department : Collections / Credit Operations
Location : Gurugram, office-based
Experience: 3–6 years in loan collections, including at least 1 year leading a team

Employment type
Full time

Job purpose
The Team Lead drives recovery of overdue loan accounts across assigned buckets while keeping every collection action ethical and compliant with RBI guidelines. The role leads a tele-calling collections team, owns daily targets, and reduces roll-forwards and NPAs for the assigned portfolio.

Key responsibilities

Team leadership
Lead, motivate and manage a team of tele-callers.
Allocate cases daily by bucket (e.g. 0–30, 31–60, 61–90, 90+ DPD), geography and agent capacity.
Run daily huddles, set individual targets and track progress through the day. Coach agents on negotiation, objection handling and soft skills; conduct call audits and live call barging.
Handle hiring support, onboarding, attendance, leave planning and performance reviews.

Collections and recovery
Achieve monthly targets for collection efficiency,



resolution and roll-back across assigned buckets.
Personally handle escalated, high-value and difficult accounts.
Negotiate settlements, restructuring and part-payment plans within approved delegation limits.
Trace skip / unreachable customers through alternate contacts, references and digital channels (SMS, WhatsApp, email).

Compliance and customer handling
Ensure all recovery activity follows the RBI Fair Practices Code and guidelines on recovery agents: calling hours, no harassment or intimidation, respect for customer privacy.
Ensure all calls are recorded, dispositions are logged in the system, and approved scripts and disclosures are used.
Resolve customer complaints and disputes on time; escalate grievances as per policy. Ensure payments are taken only through approved digital channels (payment links, UPI, NACH) and are reconciled daily.

Reporting and coordination
Maintain daily, weekly and m

📌 Team Lead, Loan Recovery (Gurugram)
🏢 Bachatt
📍 Gurugram