Key Responsibilities

• Lead and manage a team of collection agents to meet or exceed recovery goals.
• Monitor daily performance metrics such as Promise-to-Pay (PTP) conversion, Right Party Contact (RPC), and Average Handling Time (AHT).
• Ensure adherence to compliance and regulatory guidelines during all collection activities.
• Conduct regular coaching sessions and performance reviews to improve agent effectiveness.
• Analyze KPI trends and implement strategies to close performance gaps.
• Prepare and present daily/weekly/monthly reports on team KPIs to management.
• Collaborate with Quality and Training teams to enhance process efficiency.
• Responsible to meet all agreed client SLAs and performance parameters
• Provide support to the team by acting as the first line of escalation for customer related queries to provide exceptional customer service
• Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer
• Well versed in managing BQ’s & PIP cases
• Team member performance management and identification of training opportunities
• Forward non- resolvable issues to the Operations Manager

KPIs

• Recovery Rate (% of outstanding collected).
• PTP Conversion Rate.
• RPC Percentage.
• Call Quality Score.
• Compliance Adherence

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and negotiation abilities.
• Analytical mindset with proficiency in MS Excel and reporting tools.
• Knowledge of collections processes, and regulatory compliance is a must

Education & Experience

• Graduate in any discipline (bachelor’s degree preferred).
• Minimum 3–5 years of experience in collections, with at least 1 year in a team lead role from a collections background.