Collection Team Leader

Job Title: Collections Team Leader

Location: Chennai/Hyderabad

Education: Any Graduate

Experience: 4 to 7 years as Collections Recovery TL

About the Role: Lead the field recovery team responsible for overdue and delinquent gold-loan accounts. Own day-to-day field execution, team productivity, account prioritisation, customer follow-ups and recovery outcomes across the assigned geography.

Responsibilities:

Field Recovery:

• Drive recovery of overdue and delinquent gold-loan accounts across DPD buckets.
• Prioritise accounts based on ageing, outstanding amount, risk and recovery potential.
• Ensure timely field visits, customer follow-ups and PTP adherence.
• Handle escalated / difficult customer cases and support resolution.

Team Management:

• Lead and coach a team of Field Collection Executives.
• Allocate accounts and territories and set daily/monthly targets.
• Track field visits, collections, productivity and attendance.
• Conduct daily performance reviews and address execution gaps.
• Accompany team members on critical field visits where required.

Performance & Reporting:

• Track recovery rate, PTP conversion, field productivity and DPD movement.
• Identify high-risk and high-value accounts for immediate action.
• Ensure accurate and timely CRM updates and field visit remarks.
• Escalate unresolved and high-risk cases to the Collections Lead.

Process & Compliance:

• Ensure field recovery follows company policies and applicable regulatory guidelines.
• Maintain professional customer communication and proper documentation.
• Coordinate with internal teams for payment confirmation, escalations and resolution.

Requirement:

• Prior team-handling experience preferred.
• Experience in NBFC, banking, gold loans, fintech or lending preferred.
• Strong hands-on experience in overdue / delinquency management.
• Strong field recovery and customer negotiation skills.
• Ability to manage target-driven collection teams.
• Good understanding of DPD, PTP and recovery metrics.
• Comfortable with CRM-based tracking and reporting.
• Strong local geography knowledge and willingness to travel.
• Daily field recovery reviews and account allocation.
• Team coaching and productivity improvement.
• High-risk account identification and escalation.
• Consistent field coverage and CRM discipline.
• Continuous improvement in recovery and resolution rates.

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