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Collection Team Leader

Cityfurnish

Gurugram, Haryana, IndiaFull-timeNo compensation foundTracked 1w agoChecked 1w ago
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At a glance

Compensation
No compensation found
Location
Gurugram, Haryana, India
Schedule
Full-time
Work Authorization
Not specified

Job overview

The Collection Team Leader will oversee a team responsible for recovering outstanding payments, achieving monthly targets, ensuring regulatory compliance, and maintaining strong customer relations through strategic leadership and hands‑on recovery operations.

Skills & qualifications

RequiredNice to have

Skills

NegotiationCommunicationConflict ResolutionResilienceLeadership

Qualifications

Bachelors Degree in Business or Finance or Related Field

Full job description

We are looking for a Collection Team leader to oversee a team responsible for recovering outstanding payments, achieving monthly targets, ensuring regulatory compliance, and maintaining strong customer relations. This role blends leadership, strategy, and hands-on recovery operations. Key Responsibilities

  • Target Achievement & Strategy • Drive B2C collections to meet/exceed monthly recovery goals; analyze performance metrics (e.g., Collection Efficiency, bucket resolution) and execute correct actions
  • Develop effective collection strategies for different account segments.
  1. Team Leadership & Coaching
  • Lead and mentor collection agents; conduct 1:1s, team meetings, performance reviews and training sessions.
  • Monitor attrition and shrinkage; implement retention and contingency plans.
  1. Customer Accounts & Recovery
  • Manage escalations, sensitive cases, and high-risk accounts, including negotiation of payment plans and settlements
  1. Reporting & Analytics
  • Track KPIs: calls made, aging buckets, attrition/shrinkage rates, customer satisfaction.
  • Deliver regular operational reports, root cause analyses, and improvement plans.
  1. Compliance, Audit & Documentation
  • Ensure full adherence to internal policies, legal/regulatory frameworks, and audit standards.
  1. Process & Operational Excellence
  • Identify and implement process improvements, new tools or technologies to enhance efficiency and reduce costs.
  • Share knowledge and best practices with cross-functional teams.

Required Skills & Competencies Functional

  • 3-4 years in a collection role, minimum 1-2 years in leadership.
  • Strong negotiation, communication, and conflict-resolution abilities .
  • Resilience under pressure; manages ambiguity in complex/dynamic environments.

Qualifications

  • Bachelors degree in business, finance, or related field preferred; equivalent experience may qualify .

Key Performance Metrics

  • Monthly & cumulative collections vs targets.
  • Reduction in delinquency aging
  • Team attrition and shrinkage control.
  • Compliance and call-quality audit scores.
  • Customer satisfaction and dispute resolution rates.

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