Team Lead – Collections & Retention

r3 Consultant; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

r3 Consultant is seeking a Team Lead – Collections & Retention to drive day-to-day performance of a 10–20 member team on a remote setup. You will ensure timely collections, strong retention, and high-quality customer experience while coaching staff and ensuring compliance.

Responsibilities include setting targets, monitoring metrics, handling escalations, and coordinating with Quality, Training, WFM, and Compliance teams to resolve issues. US hours are referenced in the posting.

Qualifications

• 4–5 years in collections, recovery, or retention with at least 1 year in leadership.
• Strong knowledge of collections/retention processes and negotiation tactics.
• Proficient with collections/CRM systems, dialers, and MS Excel for reporting.
• Excellent communication, coaching, and people-management skills.
• Ability to work under pressure and manage escalations calmly.

Responsibilities

• Supervise a team of 10–20 Executives, monitoring productivity, call quality, and schedule adherence.
• Set and track targets for collections, retention, resolution rate, and SLA compliance.
• Conduct one-on-ones, huddles, and performance reviews with coaching.
• Identify skill gaps and coordinate refresher training with Training/Quality teams.
• Drive portfolio-level collection and retention strategies to minimize delinquency.
• Handle escalated cases and negotiate settlements or retention offers within limits.
• Monitor MIS and flag deviations; log interactions and dispositions accurately.
• Prepare and share daily dashboards and root-cause analyses for management.
• Liaise with Quality, Training, WFM, and Compliance to resolve issues.
• Escalate systemic issues and high-risk accounts promptly.

Skills

Strong negotiation

Regulatory compliance

CRM systems

MS Excel reporting

People management

Performance coaching

Tools

CRM systems

Dialers

Job description

Department: Collections & Retention

Reports To: Assistant Manager – Collections & Retention

Location: Remote

US hours, 9.5 hrs, 5 days working

Job Purpose

The Team Lead – Collections & Retention is responsible for driving the day-to-day performance of a team of Collections/Retention Executives, ensuring recovery and retention targets are met while maintaining service quality, compliance, and a positive customer experience. The role acts as the first line of people management, coaching, and escalation handling within the collections floor.

Key Responsibilities

Team Management & Performance

• Supervise a team of 10–20 Collections/Retention Executives, monitoring daily productivity, call quality, and adherence to schedule.
• Set and track individual and team targets for collections, retention, resolution rate, and SLA compliance.
• Conduct regular one-on-ones, huddles, and performance reviews; provide real-time coaching and feedback.
• Identify skill gaps and coordinate refresher training with the Training/Quality team.

Collections & Retention Operations

• Drive portfolio-level collection and retention strategies to minimize delinquency and customer attrition.
• Handle escalated and high-value customer cases, negotiating settlements or retention offers within approved limits.
• Monitor daily/weekly/monthly recovery and retention MIS, flagging deviations to the Assistant Manager.
• Ensure accurate logging of customer interactions, promises-to-pay, and dispositions in the collections system.

Compliance & Quality

• Ensure all recovery and retention communication adheres to regulatory guidelines, internal policy, and code of conduct.
• Monitor call/chat quality scores and drive corrective action for non-compliant interactions.
• Support internal and external audits by ensuring documentation and records are accurate and complete.

Reporting & Coordination

• Prepare and share daily performance dashboards and root-cause analysis for shortfalls with management.
• Liaise with Quality, Training, WFM, and Compliance teams to resolve floor-level issues.
• Escalate systemic customer issues, process gaps, or high-risk accounts to the Assistant Manager promptly.

Required Skills & Qualifications.

• 4-5 years of experience in collections, recovery, or retention, with at least 1 year in a team-handling/supervisory role.
• Strong understanding of collections/retention processes, negotiation techniques, and objection handling.
• Working knowledge of relevant regulatory and compliance guidelines applicable to collections/recovery.
• Proficiency with collections/CRM systems, dialers, and MS Excel for reporting.
• Excellent communication, coaching, and people-management skills.
• Ability to work under pressure and manage escalations calmly and effectively.

KEY PERFORMANCE INDICATORS (KPIS)

• Team collection/recovery achievement vs. target
• Retention/save rate for at-risk accounts
• SLA and first-response/resolution turnaround time
• Call/chat quality and compliance scores
• Team attrition and adherence to schedule