ARTH - Team Lead/Manager - Collection (5-15 Yrs) Gurgaon/Gurugram (Telesales/Inside Sales/BPO)

Job Title: Team Lead - CollectionsDepartment: CollectionsLocation: Gurugram, HaryanaExperience Required: Minimum 3 years in Credit CollectionsCompany Website: www.arthimpact.inPosition OverviewWe are seeking an experienced and results-oriented Team Lead - Collections to manage and guide a team of Customer Relationship Managers (CRMs) in driving effective recovery from delinquent accounts. The ideal candidate will bring hands-on expertise in retail lending collections, team leadership, and coordination with third-party collection vendors. This role demands strong communication, negotiation skills, and the ability to navigate field-level collection challenges.Key Responsibilities1. Team Leadership- Lead, train, and supervise a team of CRMs handling bucket-wise collections.- Allocate accounts, monitor team performance, and ensure achievement of recovery targets.- Provide on-ground support and coaching for handling complex accounts.2. Collections Strategy & Execution- Oversee and ensure timely follow-up and resolution of delinquent accounts through both tele-calling and field visits.- Maintain a strong focus on recovery performance across soft, early, and hard buckets.- Uphold customer relationship standards while ensuring collections effectiveness.3. Vendor Management- Coordinate with third-party collection service providers (CSPs) to ensure quality and compliance.- Monitor vendor performance, address escalations, and ensure adherence to defined SLAs and regulatory norms.4. Reporting & MIS- Prepare and maintain daily, weekly, and monthly collections reports.- Analyze data to identify performance trends, risks, and areas requiring corrective action.5. Compliance & Governance- Ensure all collection practices align with regulatory requirements and internal policies.- Manage customer escalations and disputes in a professional and timely manner.Qualifications & Experience- Graduate in any discipline; MBA/Postgraduate qualification is preferred.- Minimum 3 years of experience in retail credit collections, preferably within the NBFC/BFSI sector.- Proven experience in managing field and tele-calling teams.- Prior exposure to third-party collections and vendor management.- Proficiency in MS Excel and a data-driven approach to decision-making.- Willingness to travel locally as required.Preferred Attributes- Experience in unsecured lending segments such as personal loans or business loans.- Familiarity with digital collection platforms and CRM systems. (ref:updazz.com)

Payroll Type : Permanent