Team Leader - Telecollections Recovery

SMFG INDIA CREDIT COMPANY; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

SMFG India Credit Company in Mumbai is seeking a Collections Team Lead to manage the tele-calling team, allocate accounts by risk, and monitor productivity to achieve monthly targets while ensuring RBI guidelines are followed.

The ideal candidate should be a Graduate with 3–6 years of team handling experience in collections (10–25 agents), familiar with dialer systems, CRM and collections software, and have NBFC/Bank/Fintech collections exposure.

Qualifications

• Graduate with strong understanding of collections lifecycle (soft bucket to NPA).
• 3–6 years of team handling experience in collections, preferably 10–25 callers.
• Familiarity with dialer systems, CRM and collections software; RBI norms preferred.
• Experience in NBFC/Bank/Fintech personal loan collections.

Responsibilities

• Manage day-to-day operations of the tele-calling team across the pool.
• Allocate accounts based on risk, vintage and DPD bucket.
• Monitor daily calling productivity, connect rate and PTP metrics.
• Drive team to meet monthly collection targets.
• Conduct call audits to ensure scripts, tone and RBI guidelines.
• Coach on objection handling, negotiation and skip-tracing basics.
• Escalate high-value cases to field collections or legal teams as needed.
• Track MIS collection efficiency and agent-wise performance.
• Handle customer escalations related to collection calls.
• Coordinate with dialer/tech for campaign uploads and dialer optimization.

Skills

Team handling

Collections lifecycle

Dialer systems

CRM

Objection handling

Education

Graduate

Tools

Dialer systems

CRM

Collections software

Job description

Role & responsibilities

• Manage day-to-day operations of the tele-calling team across assigned pool
• Allocate accounts/portfolios to team members based on risk, vintage, and DPD bucket
• Monitor daily calling productivity connect rate, PTP (Promise to Pay) generation, PTP conversion, resolution rate
• Drive team to meet monthly collection targets
• Conduct call audits/quality checks to ensure calling scripts, tone, and RBI/regulatory guidelines are followed
• Coach and train agents on objection handling, negotiation, and skip-tracing basics
• Escalate high-value/skip/dispute cases to field collections or legal team as needed
• Track and report daily / weekly / monthly MIS collection efficiency, roll-rate, agent-wise performance
• Handle customer escalations/grievances related to collection calls
• Coordinate with the dialer/tech team for campaign uploads, list management, and dialer optimization

Preferred candidate profile

• Graduate with strong understanding of collections lifecycle (soft bucket to NPA)
• Minimum 3-6 years of Team handling experience in collections process and should have preferably handled a team of 10-25 callers.
• Familiarity with dialer systems, CRM, and collections software and knowledge of RBI collection norms will be preferred
• Should have prior experience in NBFC/Bank/Fintech personal loan collections