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:

- Graduate in any discipline (preferred: Commerce, Finance, or Business Administration).

- 5 - 8 years of experience in collections, recovery, or retention, including 2+ years managing Team Leads or a multi-team portfolio. Strong 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