: 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 monthly MIS on collections, PTPs (promise to pay), flows and agent productivity.

Analyse delinquency trends and suggest strategies to improve recovery. Work with credit, sales, legal and operations teams on account-level issues. Manage and review performance of external collection agencies, if engaged.

Qualifications and skills

Education

Undergraduate or above.

Experience

3–6 years in collections for a bank, NBFC or fintech, across products such as personal loans, two-wheeler/auto loans, business loans, credit cards, gold or home loans. At least 1 year leading a team of tele-callers.

Skills

Strong negotiation and persuasion skills, with a calm approach to difficult customers. Team handling, coaching and target-driven mindset.

Good knowledge of RBI collection and recovery-agent guidelines.

Working knowledge of MS Excel and collection systems / CRM / dialer tools. Fluency in Hindi and English; the local language of the region is an advantage.

Comfortable working with dialer metrics and call-quality parameters.

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