Team Lead – Collections & Retention – BFSI

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