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**
1. 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.
2\. 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.
3\. Customer Accounts & Recovery
* Manage escalations, sensitive cases, and high-risk accounts, including negotiation of payment plans and settlements
4\. Reporting & Analytics
* Track KPIs: calls made, aging buckets, attrition/shrinkage rates, customer satisfaction.
* Deliver regular operational reports, root cause analyses, and improvement plans.
4\. Compliance, Audit & Documentation
* Ensure full adherence to internal policies, legal/regulatory frameworks, and audit standards.
5\. 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.
Visa sponsorship is offered for this role.
